Sr Technical Billing Support Engineer

Sr Technical Billing Support Engineer page is loaded## Sr Technical Billing Support Engineerremote type: Hybridlocations: Sydney Officetime type: Full timeposted on: Posted Todayjob requisition id: R-110030**It's fun to work in a company where people truly BELIEVE in what they're doing**Job Description:Ingram Micro is a leading technology distributor 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 .**About the 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.**Key Responsibilities:*** 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 debit cards 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 SLOs by being the Customer advocate with Engineering, Development and 3rd party Vendor teams **Role requirements*** 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 prioritise user requests effectively and manage user expectations.* Ability to balance attention to detail with expeditious execution in a fast-paced work environment.* Passion for driving an 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. A secondary degree is 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 fulfil a 24/7 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 virtualisation and orchestration technologies such as Docker and Kubernetes* Experience with JIRA and Confluence**What’s On Offer**Your growth is our priority. Access to LinkedIn Learning and a plethora of top-tier training courses to enrich your skills. With a vast organisation like ours, national and international career opportunities abound, putting you firmly in the driver's seat of your career trajectory.At Ingram Micro, we treat each other with dignity & respect, providing an environment where you are always encouraged to be yourself. We are a collaborative team that likes to challenge the status quo and constantly look for better ways to serve our colleagues & customers. Some of our benefits include:* Genuine Career Progression Opportunities* Hybrid Working Environment* Training & Development* Competitive Remuneration Package* Staff Purchase Policy and a generous Benefits Scheme#LI-TS#LI -HybridIt’s no surprise that technology powers the planet. But what might surprise you is that Ingram Micro has the ability to reach more than 90% of the global population. By joining us, you make Ingram Micro’s contribution a reality: helping businesses grow,
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