Sr Technical Support Engineer - Cloud

Job description

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

Job Description:

The Billing Technical Support   is a   Billing Technical Support Engineers responsible for resolving complex billing, invoicing, and technical platform issues. This role combines   people   leadership, operational excellence, and deep technical and billing   expertise . 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 seaml ess 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 incident   response   for critical billing or platform outages.   - Drive post-incident reviews and corrective actions.

Required Skills & Experience:   - 6–10+ years in billing technical support.   - Expertise   with 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-performing,   engaged engineering   meeting   all metrics .   - Reduced escalations and improved processes.   - Faster resolution times and improved SLA attainment.   - Strong cross-functional relationships.   - Improved customer satisfaction and billing accuracy.