Professional, Technical Billing Support Engineer at Ingram Micro Inc - New Zealand

Manila, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

04 Aug, 26

Salary

0.0

Posted On

06 May, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Billing Technical Support, SAP, SaaS Platforms, API Troubleshooting, Cloud Services, Credit and Debit Processing, Root Cause Analysis, Technical Documentation, Zendesk, Jira, SQL, Linux, Webservers, Databases, Analytical Problem Solving, Customer Experience

Industry

IT Services and IT Consulting

Description

It's fun to work in a company where people truly BELIEVE in what they're doing! Job Description: Accelerate your career. Join the organization that's driving the world's technology and shape the future. Ingram Micro is a leading technology company 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 Come join our team where you’ll make technology happen in surprising ways. Let’s shape tomorrow - it’ll be a fun journey! We are looking for a ProfessionalTechnical 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 Professional 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 (supporting US, Canada, NA, and LATAM) · 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 Work Setup: Hybrid - 10x a month RTO Night Shift Schedule Rotational Weekend Shift * 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. With us, you’ll make technology happen in surprising ways. It’ll be a fun journey! Learn more at http://careers.ingrammicro.com Click Introduce Yourself above to join our talent network! It’s no surprise that technology powers the planet. But what might surprise you is that Ingram Micro has the ability to reach more than 90% of the global population. By joining us, you make Ingram Micro’s contribution a reality: helping businesses grow, supporting industries from healthcare to education with their technology, or even connecting the world. What’s in it for you? Well, we take great care of our people, everyone is made to feel welcome, and opportunities to grow apply to all. But the prospect of shaping the future through technology is something you’re unlikely to find anywhere else. Let’s shape tomorrow.

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Responsibilities

Provide expert-level technical billing support by diagnosing and resolving complex invoicing issues across software, APIs, and infrastructure. Collaborate with engineering and product teams to perform root cause analysis and improve long-term product solutions.