Sr. Technical Support Engineer

Innovate with purpose

At BILL, we believe in empowering the businesses that drive our economy. By replacing outdated financial processes with innovative tools, we help businesses—from startups to established brands—make smarter decisions and gain control of their operations. And we don’t stop there: we’re creating the future of financial automation so businesses can spend more time on what matters.

Working here means you become part of a vision-driven team that’s ready to tackle challenges and build cutting-edge solutions. We value purpose, drive, and curiosity—and we thrive in a fast-paced, ever-changing environment. Whether in one of our offices in San Jose, CA, Draper, UT, or working remotely, BILLders collaborate to deliver real impact for businesses that need more time in their busy weeks.

At BILL, we listen, learn, and lead—fostering collaboration and a drive for continuous growth. We’re committed to building a diverse and inclusive workplace that values each person’s unique skills and experiences. Even if you don’t meet every requirement, we’d love to hear from you—you might be just what we’re looking for, whether in this role or another.

✨ Let’s give businesses more time for what matters.

Make your impact within a rapidly growing Fintech Company

As technical support engineer, our mission is clear: deliver exceptional assistance to internal teams, customers and partners by swiftly resolving technical issues. We bridge the gap between customers, Product, and Engineering through troubleshooting, bug reporting, and feedback.

We’d love to chat if you have:

Qualifications/Experience:

• 5+ years of technical experience supporting customers or partners in a complex software environment
• Strong executive communication, troubleshooting, analytical and critical thinking skills
• Understanding of the SMB focused Fintech suite, accounting basics, accounting software integration principles and sync logic (NetSuite, Intacct, QuickBooks, and/or Microsoft accounting software)
• Experience with ticket management systems  – Jira, Salesforce, or Zendesk are a plus
• Effective navigation of a quality roadmap, inclusive of getting to the root cause, demonstrating ownership, setting the customer up for future success, and providing additional expertise and best practices
• Experience in creating and implementing new tools and processes in a technical organization
• Ability to develop, document, and adhere to Standard Operating Procedures and Knowledge Base content
• High self-motivation and ability to learn multiple technologies and software applications with little supervision
• Thrive in high pressure and fast paced environments while focusing on resolving complex technical issues

Competencies:

Owning the Customer Experience

• Takes accountability to ensure customer satisfaction and issue resolution
• Continuously identifies opportunities to exceed customer expectations
• Takes the opportunity to review and educate internal teams and customers about BILL products, in a supportive fashion to help them become more self-sufficient

Technical Aptitude

• Understands tools and technology that are used to implement, modify, and update our application

Teamwork and Collaboration

• Collaborates with others to learn and solve tough issues
• Interacts in a positive manner with peers, leadership, stakeholders, and customers
• Suggests and supports improvements and initiatives in a positive and constructive manner.

Critical Thinking

• Analytical Thinking: The ability to tackle a problem by using a logical, systematic, sequential approach
• Problem solving: Process of working through the details of a problem to reach a solution

Personal Investment 

• Shows up to work/meetings/trainings on time and is prepared to complete work in a timely manner.
• Copes well and adjusts to stressful situations such as customer escalations and internal changes
• Coachable and seeks feedback. Actively strives to overcome challenges, grow strengths, and improve on weaknesses

Preferred Skills:

• Knowledge of BILL platform (AP/AR and Spend & Expense), QuickBooks (Desktop & Online), Oracle NetSuite, Sage Intacct, Xero, Microsoft Business Central
• Familiarity with tools/applications like Salesforce, Zendesk, JIRA, FullStory, Datadog, SPLUNK, Slack workflows, ProductBoard, Twilio, Sendgrid.
• Proficiency in SQL is a plus
• Project management experien