Sr Technical Billing Support Engineer

Your role:

We are looking for a Senior Technical Billing Support Engineer to join our high-performing support team and provide expert-level billing technical assistance to our customers. In this role, you will serve as a trusted advisor, solving complex billing and invoice product issues, and contributing to continuous product and process improvement. As a Senior Billing TSE, you’ll be deeply embedded in our product ecosystem, collaborating across engineering, product, and customer-facing teams to ensure a top-notch customer experience.

Essential Responsibilities of your role:

• Responding to complex inbound Billing & Technical service requests over the phone and email per day directly with customers.

• Diagnose, troubleshoot, and resolve technical problems across software, APIs, integrations, and infrastructure.

• Reconciling invoicing to vendor invoice or SAP and making data driven conclusions on resolution.

• Ability to process credit and debits as needed

• Reproduce issues, conduct root cause analysis, and work closely with engineering on bug fixes and feature requests

• Create and maintain internal runbooks, FAQs, and technical documentation

• Lead incident response or participate in on-call rotation for critical issues

• Identify billing support trends and partner with Product & Engineering on long-term solutions

• Accurately and efficiently log all issues and status updates in our internal tracking system.

• Understands client's business objectives/impact and applies their expertise to timely resolve issues and ensure customer success.

• Supporting multiple cloud and hardware solutions

• Contributing to the development of service desk processes and procedures.

• Interacts closely with various departments and vendors to provide timely resolution on issues.

• Handling support requests from resellers, by staying on top of new features and enhancements and being a subject matter expert and providing diagnoses and issue resolution on our Platform.  

• Triaging to internal and external teams, pushing for resolution within SLO’s by being the Customer advocate with Engineering, Development and 3rd party Vendor teams  

What you bring to the role:

• 4–7+ years in billing technical support

• Experience processing credits and debits within an invoicing system

• Deep experience with relevant stack: SAP, SaaS platforms, APIs, databases, cloud services (AWS, Azure)

• Proven troubleshooting skills within billing and invoicing with the ability to think critically and communicate clearly under pressure

• Strong understanding of web technologies, integrations, or system architecture

• Experience working with ticketing systems (e.g., Zendesk, Jira) and knowledge bases

• Must have excellent verbal and written communication skills, as well as excellent analytical and problem-solving skills; with a customer-first mindset.

• Ability to prioritize user requests effectively and manage user expectations.

• Ability to balance attention to detail with expeditious execution in a fast-paced environment working.

• Passion for driving exceptional customer experience.

• Ability to work through ambiguity and thrive in a rapidly changing business environment.

• Strong analytical and problem-solving skills.

• High school diploma (or equivalent) required. Secondary degree preferred.

• Experience working with Webservers and Databases – Apache, IIS, MySQL, MSSQL and PostgreSQL 

• Basic understanding or experience working on Linux environments   

• Flexibility working some weekends    and later hours to help fulfill a 24x7 business

• Passion for providing exemplary customer service, strong customer focus  

• Eager to learn new technologies  

• Good verbal and written professional communication, fluent in English.  

• Self-motivated and proactive in performing duties  

• Attention to detail  

Nice to have:

• ITIL certification  

• Microsoft Azure certification  

• Hands-on experience with Cloud platforms, such as Microsoft Azure, AWS or GCP  

• Programming/scripting experience on at least some of the following: Bash, Python, PowerShell, PHP Knowledge of SQL  

• Exposure to virtualization and orchestration technologies such as Docker and Kubernetes  

• Experience with JIRA and Confluence