Sr Technical Support Engineer Cloud

About Ingram Micro

Ingram Micro powers the global IT ecosystemconnecting technology vendors partners and businesses to unlock the full promise of innovation. With operations reaching over 90% of the worlds population and our digital platformIngram MicroXvantage we enable smarter faster and more scalable ways to do business. Togetherletsshape tomorrowby driving technology forward and creating real impact across the globe.

About the Team

OurUnified Supportteam sits at the heart of this missionensuring technology runs seamlessly for customers worldwide. Through deep technicalexpertise cross-functional collaboration and a relentless focus on customer success we solve complex challenges across cloud and ERP-integrated environments while improving reliability performance and customer satisfaction.

The Role: The Billing Technical Supportis responsible for resolving complex billing invoicing and technical platform issues. This role combinespeopleleadership operational excellence and deep technical and billingexpertise. You will guide the team in diagnosing and resolving issues across software APIs integrations and cloud infrastructure while partnering closely with Engineering Product Finance and Vendor teams to ensure a seamless customer billing experience.

Key Responsibilities:

• Lead mentor and develop a team of Billing Technical Support Engineers.

• Oversee daily operations of the billing technical support function.

• Manage staffing scheduling and on-call rotations.

• Serve as the highest escalation point for complex billing and technical issues.

• Guide engineers through advanced troubleshooting and root cause analysis.

• Review and approve credit/debit adjustments and invoice reconciliations.

• Partner with Engineering and Product teams on long-term solutions.

• Advocate for customers with internal and external teams.

• Own and improve support processes runbooks SLAs and workflows.

• Oversee documentation FAQs and knowledge base content.

• Lead major incidentresponsefor critical billing or platform outages.

• Drive post-incident reviews and corrective actions.

Required Skills & Experience:

• 610 years in billing technical support.

• Expertisewith SAP SaaS billing platforms APIs databases and cloud services.

• Strong understanding of web technologies and system architecture.

• Proven troubleshooting and escalation management skills.

• Experience with ticketing systems and knowledge bases.

• Excellent communication analytical and problem-solving skills.

• Experience with web servers databases and Linux environments.

• Passion for customer experience and operational excellence.

Preferred Qualifications:

• ITIL certification.

• Azure AWS or GCP certifications.

• Scripting experience (Bash Python PowerShell PHP) and SQL.

• Exposure to Docker Kubernetes Jira and Confluence.

What Success Looks Like:

• A high-performingengaged engineeringmeetingall metrics.

• Reduced escalations and improved processes.

• Faster resolution times and improved SLA attainment.

• Strong cross-functional relationships.

• Improved customer satisfaction and billing accuracy.