Associate Professional, Technical Billing Support Engineer

Associate Professional, Technical Billing Support Engineer — Ingram Micro

• Responding to complex inbound Billing C 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 C 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
  

• 1 to 3 years' experience in billing technical support with SAP, Finance, Invoice orders experience
  
• 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.
  
• 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
  
• Shift Schedule: 9pm-6am (M-F; rotation on weekend shift) (24x7 team - US & Canada)
  

• 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
  
• 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 of these duties.
  

• Mid-Senior level

• Full-time

• Information Technology

• IT Services and IT Consulting