Enterprise Support Engineer, IT Billing Services

This is a fully remote position, open to applicants in Canada.

📋 Description

• Offer operational assistance for billing platforms and integrations, which includes monitoring, troubleshooting, and resolving production issues.

• Engage in on-call rotations to provide 24x7 operational support, particularly during quarter-end and year-end billing periods.

• Examine and resolve incidents related to billing systems, data inconsistencies, and integration failures across Salesforce, Zuora, AWS, and associated platforms.

• Analyze logs, system performance, and transaction data to uncover root causes of problems and aid in remediation efforts.

• Work collaboratively with Engineering, Product, and Billing Systems teams to identify defects, validate solutions, and facilitate production deployments.

• Provide assistance with incident responses for billing-related events, delivering technical analysis and participating in internal and external communications as required.

• Update and maintain operational documentation, including runbooks, troubleshooting guides, and support processes.

• Enhance operational monitoring and alerting to identify issues sooner and mitigate incident impacts.

• Participate in post-incident reviews and continuous improvement initiatives aimed at preventing recurring problems.

• Ensure that operational activities adhere to established change management, access control, and data integrity standards, including SOX compliance when applicable.

⛳️ Requirements

• 2-3+ years of experience in IT billing support, systems operations, or enterprise application support.

• Practical experience in supporting complex SaaS platform billing services or enterprise business systems, particularly in Salesforce, Zuora, AWS, and Workday Financials.

• Familiarity with SaaS subscription and usage-based billing models.

• Experience utilizing monitoring tools, log analysis, and troubleshooting issues in distributed or integrated systems.

• Strong analytical abilities to investigate data discrepancies and system behavior.

• Capability to function effectively independently during high-impact incidents, with a strong attention to detail and clear, empathetic communication.

• Excellent written and verbal communication skills, including the capacity to explain technical issues succinctly to internal business stakeholders.

• Experience collaborating with Engineering, Product, Finance, or Customer Support teams to resolve production challenges.

🏝️ Benefits

• Attractive benefits and perks similar to larger tech companies.

• Freedom to make a significant impact on the organization.

• Ownership of your work.