Professional, Technical Billing Support Engineer

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

Job Description:

Accelerate your career. Join the organization thats driving the worlds technology and shape the future.

Ingram Micro is a leading technology company for the global information technology ecosystem. With the ability to reach nearly 90% of the global population we play a vital role in the worldwide IT sales channel bringing products and services from technology manufacturers and cloud providers to business-to-business technology experts. Our market reach diverse solutions and services portfolio and digital platform Ingram Micro Xvantage set us apart. Learn more at

Come join our team where youll make technology happen in surprising ways. Lets shape tomorrow - itll be a fun journey!

We are looking for a ProfessionalTechnical Billing Support Engineer to join our high-performing support team and provide expert-level billing technical assistance to our 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 Professional 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 (supporting US Canada NA and LATAM)

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:

47 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 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

Work Setup:

Hybrid - 10x a month RTO

Night Shift Schedule

Rotational Weekend Shift

* 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.