Professional, Technical Billing Support Engineer

Beschreibung

Accelerate your career. Join the organization that's driving the world's 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 www.ingrammicro.com

Come join our team where you’ll make technology happen in surprising ways. Let’s shape tomorrow - it’ll 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 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 Professional Billing TSE, you’ll 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 client's 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 SLO’s 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:

· 4–7+ 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. It’s a representation of the things you will be doing, and you may not perform all these duties.