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 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 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.
Responsibilities
* 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 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 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. 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
* This is not a complete listing of the job duties. It’s a representation of the things you will be doing, and you may not perform all these duties.
Seniority level
* Entry level
Employment type
* Full-time
Job function
* Information Technology
Industries
* IT Services and IT Consulting
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