Senior Software Support Engineer

Lumen is the trusted network for the AI‑powered world, connecting people, data, and applications through our expansive fiber network and connected ecosystem. We enable secure, high‑performance connectivity across cloud, edge, and AI workloads for enterprises, governments, and communities.

At Lumen, you’ll work on infrastructure customers rely on today and build for what’s next, where performance, security, and resilience matter.

This is a high accountability environment where bold ideas drive real innovation for our customers, partners, and industry. The work is challenging, expectations are clear, and trust is built into how we operate. If you’re ready to take ownership, deliver meaningful impact, and help shape the future of AI‑ready connectivity, join us today.

The Senior Software Support Engineer plays a vital role in keeping the Kenan Billing environment—and the critical billing processes it supports—running reliably and accurately. At the center of the billing operation, this person helps ensure that essential applications remain stable across Linux and Windows Server platforms, so the business can deliver timely, accurate billing with confidence.

Each day brings opportunities to solve complex problems and make a meaningful impact. When an issue arises, the Senior Software Support Engineer follows the clues: troubleshooting technical challenges, analyzing data, navigating batch processes, and using scripting to uncover root causes and move solutions forward. Along the way, this person partners closely with business, application, infrastructure, and operational teams, bringing people and technology together to restore service and keep critical processes moving.

The Software Support Engineer helps build a more reliable and efficient billing ecosystem for tomorrow. For someone who enjoys solving challenging problems, collaborating across teams, and seeing the direct impact of technical expertise on business-critical operations, this role offers the opportunity to do meaningful work and help shape a stronger, more resilient billing experience.

This position is remote and based within the US.

• Provide senior-level production support for Kenan Billing applications, interfaces, batch processes, and related billing functions.
• Monitor and support Kenan billing processes to ensure successful and timely completion of production billing cycles.
• Perform technical troubleshooting across Linux, Windows Server, Kenan applications, batch processing, interfaces, and supporting infrastructure.
• Develop, maintain, and troubleshoot Linux/UNIX shell scripts, including Korn Shell (ksh) and C Shell (csh), used for automation, batch processing, file management, monitoring, and production support.
• Perform root-cause analysis of application, billing, batch, interface, and production issues and coordinate resolution with appropriate technical and business teams.
• Analyze logs, job output, system processes, files, and application data to identify and resolve production issues.
• Use Microsoft Excel for billing analysis, reconciliation, validation, issue investigation, reporting, and operational tracking.
• Support and troubleshoot scheduled and batch-processing workloads, including Control-M or similar enterprise scheduling tools.
• Lead or participate in incident and outage reviews and develop corrective action and get-well plans for recurring issues.
• Manage change, incident, problem, and production-support tickets in accordance with established operational standards.
• Coordinate production changes and releases while minimizing impacts to billing operations.
• Identify opportunities to automate manual processes, improve production stability, reduce recurring incidents, and increase…