Sr. Technical Billing Support Engineer

Join to apply for the Sr. Technical Billing Support Engineer role at Ingram Micro

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Join to apply for the Sr. Technical Billing Support Engineer role at Ingram Micro

We are looking for a Senior Technical 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 Senior 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.

• Responding to complex inbound Billing & Technical service requests over the phone and email per day directly with customers.
• 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 :

Nice to have. Exposure to :

Seniority level

Seniority level

Mid-Senior level

Employment type

Employment type

Full-time

Job function

Job function

Information Technology

IT Services and IT Consulting

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