Sr Technical Support Engineer - Cloud
Core
Lead and manage a team of Billing Technical Support Engineers to resolve complex billing, invoicing, and technical platform issues for global customers.
Role type
Senior IC billing technical support team lead
Builds
Seamless customer billing experience across software, APIs, integrations, and cloud infrastructure
Domain
SaaS billing, cloud infrastructure, ERP integration
Deliverable
client delivery
Required skills
team leadership, operational management, billing expertise, API troubleshooting, root cause analysis, incident response, process improvement, stakeholder advocacy
Preferred skills
ITIL certification, cloud platform certifications, scripting, SQL, container orchestration
Technologies
SAP, SaaS billing platforms, APIs, databases, Linux, Docker, Kubernetes, Jira, Confluence
Responsibilities
Lead and mentor 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
Seniority
Senior, hands-on IC with team leadership