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Job Description:
About us:
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 www.ingrammicro.com.
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
Ingram Micro Inc. is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected category under applicable law. Did you know… statistics show that many individuals apply to jobs only when they feel 100% qualified? However, it’s rare for everyone to be 100% qualified. If you feel you meet many, but not all, of our criteria, we encourage you to apply still!
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