Senior Support Engineer

BILL is seeking an experienced Senior Partner Support Engineer to join our team. This role will provide exceptional technical support to our embedded partners, manage service requests and projects, troubleshoot API and integration issues, and triage high priority incidents within SLA. The position is part of the Partner Engineering Support team within the Platform (Partners) Engineering team.

This role requires working directly with VIP integration partners via multiple communication modes (support queue, phone, meetings, scorecards, status pages, and in app) and act as liaison between partners, end user support, and engineering teams. You will participate in the team on-call rotation to provide incident coverage after-hours and weekends as needed, usually one week per month. You will work closely with engineering to manage special projects and technical changes with partners. You will also support API developers building their own software integrations with our platform. Our team seeks to improve client satisfaction by practicing, developing, and implementing Bill.com 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, practiced at debugging API issues and development, a passion for support, ability to manage projects across teams and companies, and high-level communications skills. You will master a deep knowledge about BILL’s products and processes and how these map to our partner implementations, and advocate for partner and API needs to provide additional solutions as our platform grows. Ultimately, a top-notch Partner Support Engineer drives partner success and retention by ensuring they have a smooth experience integrating with our platform and a responsive and capable point of contact when urgent technical issues arise., * 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.
• Experience with coding/debugging at least 2 languages such as Java, JavaScript (web platform and Node.js), Kotlin, Swift, C#, or Python
• Experience with APIs, SSO, MDM, and web service protocol development
• Experience with JSON, XML, and other information interchange formats and structures
• Experience with REST API development
• Strong troubleshooting, analytical and critical thinking skills with strong attention to detail and ability to represent them in writing to multiple audience levels.
• 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
• Experience leveraging Gen AI technologies by designing prompts, rigorously evaluating outputs, and integrating LLMs
• Nice to have: previous experience in FinTech

Nice to have: Familiarity with Accounting principals and corresponding software and sync, ie. Intacct, Quickbooks Online, Netsuite, Xero

Our ranges for each role and job level are based on a variety of factors including candidate experience, expertise, and geographic location and may vary from the amounts listed below. The role is also eligible for a competitive benefits package that includes: medical, dental, vision, life and disability insurance, 401(k) retirement plan, flexible spending & health savings account, paid holidays, paid time off, and other company benefits. The estimated salary ranges noted below roles in the specific geographic zones

Zone 1: San Francisco Bay Area CA (includes HQ), New York City, Seattle, Los Angeles County

$103,600 - $124,400 USD

Zone 2: CA (Non San Francisco Bay Area and Los Angeles County), Austin TX, Massachusetts

$93,200 - $112,000 USD

Zone 3: Utah (includes Utah office), Dallas TX, Houston TX, Florida, North Carolina, Illinois, Colorado, Arizona, Georgia, Oregon, Pennsylvania

$88,100 - $105,700 USD

What’s in it for you?

Redefining how businesses automate their work is a fast-paced, exciting, and fun environment. But we also have benefits and perks to ensure the magic isn’t only experienced by our customers, but by our employees as well.

Here is a preview of some of the amazing benefits here at BILL:

• 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

Don’t believe us? Check out our culture, benefits, and teams on our career site, LinkedIn Life, or YouTube pages.

BILL is an Equal Opportunity Employer. We believe our best ideas come from the unique stories, perspectives, and experiences of our team members. We welcome people of all backgrounds, abilities, and identities to bring their authentic selves and contribute to our culture.

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. We’re remote-first, with office spaces in San Jose, CA and Draper, UT - and opportunities to connect in person when it counts. BILLders collaborate to deliver real impact for businesses that need more time in their busy weeks.

BILL builds high performing teams and we seek to hire the best talent for every role. We’re committed to building a workplace that fosters inclusion and diverse perspectives, valuing each person’s unique skills and experiences. 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.