Provides hybrid, night-shift customer support for Bottomline’s SaaS applications. Handles inbound calls and emails, troubleshoots software and environment issues, documents interactions in CRM, manages resolution timelines, identifies root causes, escalates defects, and maintains customer relationships. Requires strong communication, organization, problem-solving, multitasking, and user-training skills. Salesforce and prior customer or technical support experience are preferred.

Design and deliver intelligent platforms, automation solutions, and AI-driven capabilities. Analyze complex production systems, identify failure modes, and improve reliability, efficiency, productivity, and mean time to recovery through AI, automation, operational intelligence, and modern engineering practices. Build scalable cloud-native solutions using Kubernetes, APIs, MLOps, generative AI, and workflow orchestration while mentoring teammates and driving continuous improvement.

Coordinate end-to-end customer renewals: triage requests, prepare and validate renewal quotes, confirm contract terms and pricing, collaborate with Sales/Customer Success/Finance, maintain SFDC and reporting data, and support forecasting and process improvements to maximize recurring revenue retention.