Senior Partner Support Engineer

Creating innovative financial operations solutions that help small and mid-size businesses  save time, become more efficient and grow. 

BILL is a leader in financial automation software for small and midsize businesses (SMBs). As a champion of SMBs, we are dedicated to automating the future of finance so businesses can thrive. Hundreds of thousands of businesses trust BILL solutions to manage financial workflows, including payables, receivables, and spend and expense management. With BILL, businesses are connected to a network of millions of members, so they can pay or get paid faster. Through our automated solutions, we help SMBs simplify and control their finances, so they can confidently manage their businesses, and succeed on their terms. 

BILL is a trusted partner of leading U.S. financial institutions, accounting firms, and accounting software providers. We have operations in San Jose, CA, Draper, UT, Houston, TX and Sydney, AUS and are continuing to expand into other geographic locations. If you’re looking for a place that helps you do the best work of your career, look no further than BILL.

This position is based in San Jose, CA.  We support a hybrid work environment with on-site and remote work days.

Make your impact within a rapidly growing Fintech Company

BILL is seeking an experienced Senior Partner Support Engineer to join our team. This role will provide exceptional technical support to our bank partners, manage daily issues and projects, and triage high priority incidents within SLA. The position is part of the Developer Programs and Partner Support team within the Engineering team. 

This role requires working directly with partners via multiple communications modes (support queue, phone, meetings, scorecards, status pages, and in app) and act as liaison between banks, end user support, and engineering teams. You will participate in the team on-call rotation to provide incident and release coverage after-hours and on weekends (typically one week per month). You will work closely with engineering to manage special projects and technical changes with partners. Our team seeks to improve client satisfaction by practicing, developing, and implementing BILL service standards.

To ensure success as a Senior Partner Support Engineer, you should have in-depth knowledge of engineering processes, experience in technical integrations between platforms, a passion for support, and high-level communications skills. You will need to be adept at consulting and diplomacy with high level VIP stakeholders, and know how to manage projects with multiple participants across different companies. You will master a deep knowledge about BILL's products and processes and how these map to our partner implementations, and advocate for partner needs to provide additional solutions as our platform grows. Ultimately, a top-notch Senior Partner Support Engineer drives partner success and retention by ensuring they have a smooth experience for their end users and a responsive and capable point of contact when urgent issues arise. 

We’d love to chat if you have:

• Bachelor’s degree in Computer Science or Software Engineering or equivalent work experience
• 5+ years of relevant experience supporting customers or partners at the highest level  in a complex software or SaaS environment. This experience should include actively consulting with customers on critical and urgent issues and driving successful outcomes. 
• Strong troubleshooting, analytical and critical thinking skills
• Ability to balance multiple high pressure partner needs while focusing on resolving complex technical issues
• Experience with managing high priority incidents under SLA time constraints
• Proven ability to drive bug fixes from debug to partner delivery via engineering teams and agile process
• Capability to manage special projects and coordinate multiple teams across different companies to achieve those goals
• Experience in creating, implementing and adhering to new processes and procedures in a technical organization
• Ability to work cross-functionally and streamline teamwork between Engineering, Customer Success, Partner Managers, Product, and Sales

Let’s talk about benefits

• 100% paid employee health, dental, and vision plans (choose HMO, PPO, or HDHP)
• HSA & FSA accounts 
• Life Insurance, Long & Short-term disability coverage
• Employee Assistance Program (EAP)
• 11+ Observed holidays and wellness days and flexible time off 
• Employee Stock Purchase Program with employee discounts
• Wellness & Fitness initiatives
• Employee recognition and referral programs
• And much more