Enterprise Support Engineer, IT Billing Services

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Genesys

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1990

🤖 Artificial Intelligence

☁️ SaaS

📡 Telecommunications

Artificial Intelligence • SaaS • Telecommunications

Genesys is a leading provider of AI-powered experience orchestration solutions designed to deliver personalized experiences at scale. Their offerings include comprehensive contact center software, workforce engagement management solutions, and an open platform with cloud architecture. Genesys Cloud CX and EX platforms optimize both customer and employee experiences using intelligent automation and embedded AI, allowing seamless engagement across any channel. With a focus on various industries including banking, healthcare, retail, insurance, and government, Genesys assists organizations in transforming customer and employee interaction landscapes. Additionally, their AppFoundry Marketplace offers pre-integrated applications to extend platform functionalities.

📋 Description

• 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