Sr Technical Billing Support Engineer
Ingram MicroAustralia5 days ago
Full-timeInformation Technology
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About us:
Ingram Micro is a leading technology distributor for the global information technology ecosystem. With the ability to reach nearly 90% of the global population, we play a vital role in the worldwide IT sales channel, bringing products and services from technology manufacturers and cloud providers to business-to-business technology experts. Our market reach, diverse solutions and services portfolio, and digital platform Ingram Micro Xvantage™ set us apart. Learn more at www.ingrammicro.com.
About the role :
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.
Key Responsibilities:
Your growth is our priority. Access to LinkedIn Learning and a plethora of top-tier training courses to enrich your skills. With a vast organisation like ours, national and international career opportunities abound, putting you firmly in the driver's seat of your career trajectory.
At Ingram Micro, we treat each other with dignity & respect, providing an environment where you are always encouraged to be yourself. We are a collaborative team that likes to challenge the status quo and constantly look for better ways to serve our colleagues & customers. Some of our benefits include:
-Hybrid
Ingram Micro is a leading technology distributor for the global information technology ecosystem. With the ability to reach nearly 90% of the global population, we play a vital role in the worldwide IT sales channel, bringing products and services from technology manufacturers and cloud providers to business-to-business technology experts. Our market reach, diverse solutions and services portfolio, and digital platform Ingram Micro Xvantage™ set us apart. Learn more at www.ingrammicro.com.
About the role :
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.
Key Responsibilities:
- 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 debit cards 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 SLOs by being the Customer advocate with Engineering, Development and 3rd party Vendor teams Role requirements
- 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 prioritise user requests effectively and manage user expectations.
- Ability to balance attention to detail with expeditious execution in a fast-paced work environment.
- Passion for driving an 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. A secondary degree is 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 fulfil a 24/7 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
- 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 virtualisation and orchestration technologies such as Docker and Kubernetes
- Experience with JIRA and Confluence
Your growth is our priority. Access to LinkedIn Learning and a plethora of top-tier training courses to enrich your skills. With a vast organisation like ours, national and international career opportunities abound, putting you firmly in the driver's seat of your career trajectory.
At Ingram Micro, we treat each other with dignity & respect, providing an environment where you are always encouraged to be yourself. We are a collaborative team that likes to challenge the status quo and constantly look for better ways to serve our colleagues & customers. Some of our benefits include:
- Genuine Career Progression Opportunities
- Hybrid Working Environment
- Training & Development
- Competitive Remuneration Package
- Staff Purchase Policy and a generous Benefits Scheme
-Hybrid
Key Skills
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