The Billing Technical Support Manager leads a high-performing team of Billing Technical Support Engineers responsible for resolving complex billing, invoicing, and technical platform issues. This role combines people leadership, operational excellence, and deep technical and billing expertise. You will guide the team in diagnosing and resolving issues across software, APIs, integrations, and cloud infrastructure, while partnering closely with Engineering, Product, Finance, and Vendor teams to ensure 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.
- 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.
Required Skills & Experience:
- 610+ years in billing technical support.
- 24+ years of people leadership experience.
- Expertise with SAP, SaaS billing platforms, APIs, databases, and cloud services.
- Strong understanding of web technologies and system architecture.
- Proven troubleshooting and escalation management skills.
- Experience with ticketing systems and knowledge bases.
- Excellent communication, analytical, and problem-solving skills.
- Experience with web servers, databases, and Linux environments.
- Passion for customer experience and operational excellence.
Preferred Qualifications:
- ITIL certification.
- Azure, AWS, or GCP certifications.
- Scripting experience (Bash, Python, PowerShell, PHP) and SQL.
- Exposure to Docker, Kubernetes, Jira, and Confluence.
What Success Looks Like:
- A high-performing, engaged engineering team.
- Reduced escalations and improved processes.
- Faster resolution times and improved SLA attainment.
- Strong cross-functional relationships.
- Improved customer satisfaction and billing accuracy.
