Enterprise Support Engineer, IT Billing Services
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Job Description
Technical support engineer ensuring billing services platform stability and integration at Genesys. Collaborating cross-functionally to resolve issues in complex, integrated billing ecosystem.
Responsibilities:
- Provide operational support for billing platforms and integrations, including monitoring, troubleshooting, and resolution of production issues.
- Participate in on-call rotations supporting 24x7 operational coverage, including support during quarter-end and year-end billing cycles.
- Investigate and resolve billing system incidents, data discrepancies, and integration failures across Salesforce, Zuora, AWS, and related platforms.
- Analyze logs, system behavior, and transaction data to identify root causes of issues and support remediation efforts.
- Collaborate with Engineering, Product, and Billing Systems teams to diagnose defects, validate fixes, and support production deployments.
- Assist with incident response for billing-impacting events, providing technical analysis and contributing to internal and external communications as needed.
- Maintain and update operational documentation, including runbooks, troubleshooting guides, and support procedures.
- Support operational monitoring and alerting improvements to detect issues earlier and reduce incident impact.
- Contribute to post-incident reviews and continuous improvement initiatives aimed at preventing recurring issues.
- Ensure operational activities follow established change management, access control, and data integrity standards, including SOX compliance where applicable.
Requirements:
- 2-3+ years of experience in IT billing support, systems operations, or enterprise application support
- Hands-on experience supporting complex SaaS platforms billing services or enterprise business systems, especially in Salesforce, Zuora, AWS and Workday Financials
- Experience with SaaS subscription and usage-based billing models
- Experience working with monitoring tools, log analysis, and diagnosing issues in distributed or integrated systems
- Strong analytical skills with the ability to investigate data discrepancies and system behavior
- Ability to operate effectively independently during high-impact incidents with strong attention to detail and clear and empathetic communication
- Strong written and verbal communication skills, including the ability to explain technical issues clearly to internal business stakeholders
- Experience collaborating with Engineering, Product, Finance, or Customer Support teams to resolve production issues
Benefits:
- great benefits and perks like larger tech companies
- independence to make a larger impact on the company
- ownership of their work
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