Sr Technical Support Engineer - Cloud

It's fun to work in a company where people truly BELIEVE in what they're doing!

Job Description:

The Billing Technical Support   is a   Billing Technical Support Engineers responsible for resolving complex billing, invoicing, and technical platform issues. This role combines   people   leadership, operational excellence, and deep technical and billing   expertise . You will guide the team in diagnosing and resolving issues across software, APIs, integrations, and cloud infrastructure, while partnering closely with Engineering, Product, Finance, and Vendor teams to ensure a seaml ess customer billing experience.

Key Responsibilities:

- Lead, mentor, and develop a team of Billing Technical Support Engineers.

- Oversee daily operations of the billing technical support function.

- Manage staffing, scheduling, and on-call rotations.

- Serve as the highest escalation point for complex billing and technical issues.

- Guide engineers through advanced troubleshooting and root cause analysis.

- Review and approve credit/debit adjustments and invoice reconciliations.

- Partner with Engineering and Product teams on long-term solutions.

- Advocate for customers with internal and external teams.

- Own and improve support processes, runbooks, SLAs, and workflows.

- Oversee documentation, FAQs, and knowledge base content.

- Lead major incident   response   for critical billing or platform outages.

- Drive post-incident reviews and corrective actions.

Required Skills & Experience:

- 6–10+ years in billing technical support.

- Expertise   with SAP, SaaS billing platforms, APIs, databases, and cloud services.

- Strong understanding of web technologies and system architecture.

- Proven troubleshooting and escalation management skills.

- Experience with ticketing systems and knowledge bases.

- Excellent communication, analytical, and problem-solving skills.

- Experience with web servers, databases, and Linux environments.

- Passion for customer experience and operational excellence.

Preferred Qualifications:

- ITIL certification.

- Azure, AWS, or GCP certifications.

- Scripting experience (Bash, Python, PowerShell, PHP) and SQL.

- Exposure to Docker, Kubernetes, Jira, and Confluence.

What Success Looks Like:

- A high-performing,   engaged engineering   meeting   all metrics .

- Reduced escalations and improved processes.

- Faster resolution times and improved SLA attainment.

- Strong cross-functional relationships.

- Improved customer satisfaction and billing accuracy.