Technical Billing Support Engineer

It's fun to work in a company where people truly BELIEVE in what they're doing

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 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  

* 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 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.