Billing Technical Support Expert

1 week ago

Sydney, New South Wales, Australia beBeeTechnical Full time $120,000 - $140,000
Senior Technical Billing Support Engineer

We are seeking an expert-level technical billing support engineer to join our high-performing team and provide top-notch assistance to our customers.

The ideal candidate will possess a strong understanding of web technologies, integrations, or system architecture and have experience working with ticketing systems (e.g., Zendesk, Jira) and knowledge bases.

Key Responsibilities:
  • Responding to complex inbound billing & technical service requests over the phone and email per day, directly with customers.
  • Diagnosing, troubleshooting, and resolving 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.
  • Reproducing issues, conducting root cause analysis, and working closely with engineering on bug fixes and feature requests.
  • Creating and maintaining internal runbooks, FAQs, and technical documentation.
  • Leading incident response or participating in on-call rotation for critical issues.
  • Identifying billing support trends and partnering with Product & Engineering on long-term solutions.
  • Accurately and efficiently logging all issues and status updates in our internal tracking system.
  • Understanding clients' business objectives/impact and applying 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.
  • Interacting closely with various departments and vendors to provide timely resolution on issues.
  • Handling support requests from resellers, 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.

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 prioritize user requests effectively and manage user expectations.
  • Ability to balance attention to detail with expeditious execution in a fast-paced work environment.
  • Prioritize client satisfaction.
  • Passion for driving an exceptional customer experience.
  • Ability to work through ambiguity and thrive in a rapidly changing business environment.
  • High school diploma (or equivalent) required.

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