Enterprise Support Engineer, IT Billing Services

Genesys

Technical support engineer ensuring billing services platform stability and integration at Genesys. Collaborating cross-functionally to resolve issues in complex, integrated billing ecosystem.

Posted 6/9/2026full-timeRemote • 🇨🇦 CanadaJuniorMid-Level💰 CA$71,600 - CA$94,000 per yearWebsite

Tech Stack

Tools & technologies

AWS

About the role

Key responsibilities & impact

Provide operational support for billing platforms and integrations, including monitoring, troubleshooting, and resolution of production issues.
Participate in on-call rotations supporting 24x7 operational coverage, including support during quarter-end and year-end billing cycles.
Investigate and resolve billing system incidents, data discrepancies, and integration failures across Salesforce, Zuora, AWS, and related platforms.
Analyze logs, system behavior, and transaction data to identify root causes of issues and support remediation efforts.
Collaborate with Engineering, Product, and Billing Systems teams to diagnose defects, validate fixes, and support production deployments.
Assist with incident response for billing-impacting events, providing technical analysis and contributing to internal and external communications as needed.
Maintain and update operational documentation, including runbooks, troubleshooting guides, and support procedures.
Support operational monitoring and alerting improvements to detect issues earlier and reduce incident impact.
Contribute to post-incident reviews and continuous improvement initiatives aimed at preventing recurring issues.
Ensure operational activities follow established change management, access control, and data integrity standards, including SOX compliance where applicable.

Requirements

What you’ll need

2-3+ years of experience in IT billing support, systems operations, or enterprise application support
Hands-on experience supporting complex SaaS platforms billing services or enterprise business systems, especially in Salesforce, Zuora, AWS and Workday Financials
Experience with SaaS subscription and usage-based billing models
Experience working with monitoring tools, log analysis, and diagnosing issues in distributed or integrated systems
Strong analytical skills with the ability to investigate data discrepancies and system behavior
Ability to operate effectively independently during high-impact incidents with strong attention to detail and clear and empathetic communication
Strong written and verbal communication skills, including the ability to explain technical issues clearly to internal business stakeholders
Experience collaborating with Engineering, Product, Finance, or Customer Support teams to resolve production issues

Benefits

Comp & perks

great benefits and perks like larger tech companies
independence to make a larger impact on the company
ownership of their work

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

billing supportsystems operationsenterprise application supportSaaS platformslog analysisdata discrepancies investigationmonitoring toolsincident responsechange managementSOX compliance

Soft Skills

analytical skillsattention to detailclear communicationempathetic communicationcollaborationindependent operationproblem-solvingtechnical analysiscontinuous improvementdocumentation