Sr Technical Engineer Billing Support

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

Job Description:

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 MicroXvantage 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!

Ingram Micro is looking for a Technical Billing Support Engineer to join our high-performing support team and provide expert-level technical assistance to our this role you will serve as a trusted advisor solving complex product issues and contributing to continuous product and process improvement. Youll be deeply embedded in our product ecosystem collaborating across engineering product and customer-facing teams to ensure a top-notch customer experience. You must be a quick learner and love challenging yourself to constantly raise the bar. This opportunity requires strong problem-solving skills an aptitude for team collaboration and open communication to improve and optimize applications and processes used to support monitor and maintain critical systemsin order tominimize downtime. Youll work with a diverse and multi-cultural team that spans cultures continents and time zones to serve our global customer base. Youll be a part of a culture that emphasizes trust open communication and continuous learning.

Handling support requests from customers by staying on top of new features and enhancements and being subject matter expert and providing level two diagnoses and issue resolution

Triaging to internal and external teams pushing for resolution within OLAs by being the Customer advocate with Engineering Development Vendor teams

Monitoring systems and handling events proactive

Recognizing and acknowledging alerts responding to alerts or emergency issues within 5 minutes during working hours (Event Management)

Act as a first responder to service outages and performance degradation by moderating conference calls and engaging triage teams to restore service in the shortest time possible (Incident Management)

Document publish and maintain knowledgebase articles to help optimize the workforce

Passion for providing exemplary customer service strong customer focus

Established and productive professional individual contributor. Works independently with general supervision. Problems faced are difficult and may be complex. May influence others within the job area through explanation of facts policies and practices.

Works on moderate to complex projects.Usescompany standard policies and procedures to resolve a variety of issues

Exercises judgment within defined procedures and practices to determine appropriate action. Receives moderate level of guidance. Work is reviewed for soundness of judgment and overall accuracy

Must have excellent verbal and written communication skills as well as excellent analytical and problem-solving skills

Familiarity with Azure storage solutions backup and recovery strategies S2S VPN and familiarity with other Azure services

Strong troubleshooting and problem-solving skills with the ability to diagnose and resolve complex technical issues

Implementing security measures: Applying security best practices to Azure Virtual Desktop settings such as multi-factor authentication encryption and network security measures to defend against unauthorized access and data breaches

Monitoring and troubleshooting entails maintaining peak performance and finding and fixing any issues that develop

Assisting partners with technical difficulties connected to Azure and providing documentation such as user guides and knowledge base articles to facilitate self-service troubleshooting and user training

Attain high level of customer satisfaction within the defined SLAs

Engage the client closely to drive long running/high prioritycases by removing blockers advocating these cases to vendors and driving a successful closure to the issues with minimal MTTR

Strong knowledge of Microsoft Office 365

Passion for driving exceptional customer experience

Previous experience troubleshooting and debugging SaaS cloud solutions is an asset

Ability to work through ambiguity and thrive in a rapidly changing business environment

Eager to learn new technologies

Self-motivated and proactive in performing duties

Bachelors Degree in Computer Scienceorequivalent

4 years

Knowledgeable with: SaaS platforms and Cloud Services (i.e. MS Azure AWS GCP)

Knowledge of CSS HTML and related technologies

Knowledgeable inAgile Management Tools (i.e. Confluence JIRA)

Strong knowledge ofWeb Services and Serialization (i.e. XML JSON SOAP REST)

Hands-on experience with Zendesk

Experience with SAP

Experience with SQL and database concepts

Experience working with Webservers and Databases Apache IIS MySQL MSSQL and PostgreSQL

Working with Monitoring tools (e.g. Zabbix DatadogMonitis)

Strong knowledge of Application Protocols: DNS HTTP HTTPS (SSL) FTP

Understanding of and experience working on Linux or Windows environments

Knowledge oforcertification in: ITIL

Knowledge of or certification in: Microsoft Azure GCP or AWS

Hands-on experience with Cloud platforms such as Microsoft Azure

Programming/scripting experience at least some of the following: Bash Python PowerShell PHP

Knowledge of SQL

Exposure to virtualization and orchestration technologies such as Docker and Kubernetes

Multi-languages: Preferred but not mandatory: Spanish French Portuguese German or Italian is a plus

Ingram Micro Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion gender gender identity or expression sexual orientation national origin genetics disability age veteran status or any other protected category under applicable law.