Sr. Technical Billing Support Engineer

Ingram Micro; Barcelona; Presencial; EUR 40.000 - 65.000; Jornada completa

Descripción de la vacante

A leading company in the IT Services and Consulting sector is looking for a Senior Technical Billing Support Engineer in Barcelona. This role involves providing expert billing technical assistance, collaborating with various teams and ensuring a high level of customer satisfaction through effective problem resolution. Candidates should possess extensive experience in billing support, strong troubleshooting skills, and a passion for customer service.

Formación

• 4–7+ years in billing technical support.
• Experience with APIs, cloud services, and invoicing systems.
• Excellent verbal and written communication skills.

Responsabilidades

• Respond to complex billing and technical service requests.
• Diagnose and resolve technical problems in software and APIs.
• Create and maintain technical documentation and FAQs.

Conocimientos

Troubleshooting

Communication

Customer Service

Problem-Solving

Analytical Skills

Educación

High School Diploma

Secondary Degree Preferred

Herramientas

SAP

AWS

Azure

JIRA

Confluence

Descripción del empleo

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Join to apply for the Sr. Technical Billing Support Engineer role at Ingram Micro

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.

Essential Responsibilities Of Your 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
• Note: This is not a complete list of tasks.
  
  

Knowledge, Skills, and/or Abilities You Need To Have:

• 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 prioritize user requests effectively and manage user expectations.
• Ability to balance attention to detail with expeditious execution in a fast-paced environment working.
• Passion for driving 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. Secondary degree 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 fulfill a 24x7 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 virtualization and orchestration technologies such as Docker and Kubernetes
• Experience with JIRA and Confluence
• This is not a complete listing of the job duties. It’s a representation of the things you will be doing, and you may not perform all these duties.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting

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