Billing Tech Support Lead - Cloud & SAP

Ingram Micro, Inc.; Santander; Presencial; EUR 60.000 - 90.000; Jornada completa

Descripción de la vacante

Ingram Micro, Inc. is seeking a Billing Technical Support Leader to guide a team handling complex billing, invoicing, and platform issues. You will drive operational excellence, collaborate with Engineering, Product, Finance, and Vendor teams, and ensure a seamless customer billing experience.

The role focuses on mentoring engineers, optimizing processes, and leading incident responses to improve billing accuracy and SLA performance with a customer-centric mindset.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Billing experience

SAP & SaaS billing

APIs & databases

Web tech & systems

Troubleshooting

Ticketing systems

Communication skills

Linux environments

Herramientas

Docker

Kubernetes

Jira

Confluence

Bash

Python

PowerShell

SQL

Descripción del empleo

Ingram Micro, Inc. is seeking a Billing Technical Support Leader to guide a team handling complex billing, invoicing, and platform issues. You will drive operational excellence, collaborate with Engineering, Product, Finance, and Vendor teams, and ensure a seamless customer billing experience.

The role focuses on mentoring engineers, optimizing processes, and leading incident responses to improve billing accuracy and SLA performance with a customer-centric mindset.