Sr Technical Billing Support Engineer

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**:

- 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.
- 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
- _Note: This is not a complete list of tasks._

**Knowledge, Skills, and/or Abilities You Need To Have**:

- 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 dutiesAttention 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._