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Job Description: We are looking for a Technical Billing Support Engineer to join our high-performing support team and provide expert-level billing technical assistance to our 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 Billing TSE youll 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 clients 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 SLOs by being the Customer advocate with Engineering Development and 3rd party Vendor teams
Knowledge Skills and or Abilities You Need To Have:
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 weekendsand 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 Exposure To:
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
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