Enterprise Support Engineer, IT Billing Services

Genesys•Toronto, ON

3d•CA$71,600 - CA$94,000•Remote

About The Position

Genesys is seeking a highly technical and customer-focused Enterprise Support Engineer to support the stability, performance, and reliability of our Billing Services platform. This role is responsible for monitoring, troubleshooting, and resolving issues within a complex, integrated billing ecosystem that supports subscription and usage-based SaaS offerings. As part of the IT Billing Services team, you will work closely with Engineering, Product, Billing Operations, and Revenue teams to investigate incidents, resolve production issues, and ensure the integrity and availability of billing systems and integrations. You will play a key role in diagnosing system behavior, analyzing data discrepancies, and supporting high-impact production incidents affecting customers or revenue operations. Success in this role requires strong technical development and troubleshooting skills, disciplined operational execution, and clear and empathetic communication during time-sensitive situations.

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.

Nice To Haves

Experience working with integrations, APIs, and system data flows between enterprise platforms.
Experience operating in SOX-controlled or regulated environments.
Interest in AI tools, automation, operational tooling, and reliability improvements.

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.