Cloud Billing Tech Lead | Senior Support & Escalations

ingrammicro; Santander; Presencial; EUR 70.000 - 98.000; Jornada completa

Descripción de la vacante

Ingram Micro in Spain seeks a Billing Technical Support Lead to manage a team and oversee billing, invoicing, and platform issues across SAP, SaaS billing, and cloud integrations. You will collaborate with Engineering, Product, Finance, and Vendor teams to ensure accurate, timely billing and strong customer outcomes.

You will mentor engineers, own runbooks, SLAs, and post-incident reviews, driving process improvements and escalations handling to deliver reliable billing services.

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 systems

SAP / SaaS billing

APIs & databases

Web technologies

Troubleshooting

Ticketing systems

Communication

Linux

Herramientas

Docker

Kubernetes

Jira

Confluence

Descripción del empleo

Ingram Micro in Spain seeks a Billing Technical Support Lead to manage a team and oversee billing, invoicing, and platform issues across SAP, SaaS billing, and cloud integrations. You will collaborate with Engineering, Product, Finance, and Vendor teams to ensure accurate, timely billing and strong customer outcomes.

You will mentor engineers, own runbooks, SLAs, and post-incident reviews, driving process improvements and escalations handling to deliver reliable billing services.