Billing Technical Support Manager - APAC
Core
Leads a team of Billing Technical Support Engineers to resolve complex billing, invoicing, and technical platform issues across software, APIs, and cloud infrastructure.
Role type
Senior IC manager (billing technical support)
Builds
Seamless customer billing experience and operational stability for the billing platform
Domain
SaaS billing, cloud infrastructure, and API integrations
Deliverable
client delivery
Required skills
Billing technical support, people leadership, root cause analysis, incident management, invoice reconciliation, process improvement, cross-functional partnership, technical troubleshooting, documentation management
Preferred skills
ITIL certification, cloud certifications (Azure/AWS/GCP), scripting (Bash/Python/PowerShell), SQL, container orchestration (Docker/Kubernetes)
Technologies
SAP, SaaS billing platforms, APIs, databases, cloud services, Linux, web servers, Jira, Confluence
Responsibilities
Lead and mentor a team of Billing Technical Support Engineers, oversee daily operations and staffing, serve as the highest escalation point for complex issues, guide engineers in advanced troubleshooting, review and approve credit/debit adjustments, partner with Engineering and Product on long-term solutions, advocate for customers, own and improve support processes and workflows, oversee documentation and knowledge base content, lead major incident response and post-incident reviews
Seniority
Senior, hands-on IC with people leadership
