Technical Billing Support Engineer

Its fun to work in a company where people truly BELIEVE in what theyre 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 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

* 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 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

* This is not a complete listing of the job duties. Its a representation of the things you will be doing and you may not perform all these duties.