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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 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.
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.
* Note: This is not a complete list of tasks.
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.
- 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.
Required Experience
IC
Key Skills: Database, Jira, Linux, Bank, Java
Employment Type: Full‑Time
Experience: years
Vacancy: 1
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