Technical Billing Support Engineer
Ingram Micro
full-time
Posted on:
Location Type: Office
Location: Santander • Spain
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About the 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.
Requirements
- 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.
- High school diploma (or equivalent) required. Secondary degree preferred.
- Passion for providing exemplary customer service, strong customer focus
- Eager to learn new technologies
Benefits
- Health insurance
- 401(k) matching
- Flexible working hours
- Paid time off
- Remote work options
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
troubleshootingroot cause analysisbilling processinginvoicing systemsAPIscloud servicesSAPSaaS platformsdatabasesweb technologies
Soft Skills
communication skillsanalytical skillsproblem-solving skillscustomer serviceattention to detailcritical thinkingtime managementuser request prioritizationcollaborationcustomer advocacy
Certifications
high school diplomasecondary degree