Senior Technical Support Engineer - Cloud Billing

About the role

Ingram Micro's Unified Support team is looking for a Senior Technical Support Engineer focused on billing. The role resolves complex billing, invoicing and technical platform issues, combining leadership, operational excellence and deep technical and billing expertise. It works closely with Engineering, Product, Finance and Vendor teams to deliver a seamless customer billing experience.

Key responsibilities

• Lead, mentor and develop a team of Billing Technical Support Engineers.
• Oversee daily operations of the billing technical support function, including staffing, scheduling and on-call rotations.
• Serve as the highest escalation point for complex billing and technical issues and guide engineers through troubleshooting and root cause analysis.
• Review and approve credit/debit adjustments and invoice reconciliations.
• Partner with Engineering and Product teams on long-term solutions and advocate for customers internally and externally.
• Own and improve support processes, runbooks, SLAs and workflows, and oversee documentation, FAQs and knowledge base content.
• Lead major incident response for critical billing or platform outages and drive post-incident reviews and corrective actions.

Required profile

• 6-10+ years in billing technical support.
• Proven troubleshooting and escalation management skills.
• Experience with ticketing systems and knowledge bases.
• Excellent communication, analytical and problem-solving skills.

Required skills

• Expertise with SAP, SaaS billing platforms, APIs, databases and cloud services.
• Understanding of web technologies and system architecture.
• Experience with web servers, databases and Linux environments.
• Preferred: ITIL certification, Azure/AWS/GCP certifications, scripting (Bash, Python, PowerShell, PHP) and SQL, and exposure to Docker, Kubernetes, Jira and Confluence.