Sr Technical Billing Support Engineer

## Sr Technical Billing Support Engineer Apply remote type:
Hybrid locations:
Buffalo, NY, United States of America time type:
Full time posted on:
Posted Todayjob requisition :
R-115612
** 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

TM set us apart. Learn more rammicro.comCome join our team where you’ll make technology happen in surprising ways. Let’s shape tomorrow - it’ll be a fun journey!
** Your role:
** 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.
** Essential Responsibilities of your role:
*** 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
** What you bring to the role:
*** 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…