Sr Technical Support Engineer (Cloud)

Location: Barcelona or Santander, Spain

Company

hirify.global provides technology distribution and cloud services.

What you will do

• Lead, mentor, and develop a team of Billing Technical Support Engineers.
• Oversee staffing, scheduling, on-call rotations, and daily support operations.
• Act as the highest escalation point for complex billing, invoicing, API, integration, and cloud platform issues.
• Guide advanced troubleshooting, root cause analysis, major incident response, and post-incident corrective actions.
• Review credit and debit adjustments, invoice reconciliations, documentation, FAQs, and knowledge base content.
• Partner with Engineering, Product, Finance, and Vendor teams to improve billing platforms, workflows, SLAs, and customer experience.

Requirements

• 6–10+ years of experience in billing technical support.
• Expertise with SAP, SaaS billing platforms, APIs, databases, and cloud services.
• Strong understanding of web technologies, system architecture, web servers, databases, and Linux environments.
• Proven troubleshooting, root cause analysis, escalation management, and incident response skills.
• Experience with ticketing systems, knowledge bases, support processes, runbooks, and SLAs.
• Excellent communication, analytical, problem-solving, and customer-focused skills.

Nice to have

• ITIL certification.
• Azure, AWS, or GCP certifications.
• Scripting experience with Bash, Python, PowerShell, or PHP, plus SQL.
• Exposure to Docker, Kubernetes, Jira, and Confluence.