Job Detail

Technical Escalations - Incident Response at
Palo Alto, CA, US
About is a leader in financial process automation for small businesses and mid-size companies. Making it simple to connect and do business, the Back Office Cloud digitizes, automates and simplifies legacy payment and financial processes. With an integrated, end-to-end platform, leverages artificial intelligence to reduce manual work, and provides a cloud workspace to help run your business anytime, anywhere. The company partners with many of the largest U.S. financial institutions, more than 70% of the top 100 U.S. accounting firms, and major accounting software providers. manages more than $70B in annual payment volume across ACH, virtual cards, checks, and international payments. The company has offices in Palo Alto, California and Houston, Texas. For more information, or follow @billcom.
Work cohesively with our Technical Operations team to manage high priority incident-related activities, ensuring minimal impact to customers. You will handle all responsibilities related to driving an incident to resolution, which includes actions specific to avoiding similar incidents.

Professional Experience/Background:

    • Bachelor's degree in Engineering, CS, Business Administration or equivalent
    • 2+ years of relevant experience supporting customers and partners in a complex software environment
    • Minimum 1 year of relevant experience with the coordination and management of activities related to high priority incidents
    • Experience with Service Management and Incident Management Tools. Experience in PagerDuty and other Monitoring Tools preferred
    • Experience creating and implementing new processes for the purposes of improving efficiency and communication
    • Experience bringing teams together, regardless of the work environment


    • Be an escalation point to expedite incident and problem resolution
    • Guide the implementation and development of the Incident Management process
    • Ensure post-incident activities, such as RCA meetings and the resulting reports, are managed through to completion
    • Be available to support incident-related activities after hours as needed
    • Drafting incident-specific communications and reports
    • Develop, document, and follow Standard Operating Procedures
    • Contribute to, and lead technical discussions with Development and Technical Operations teams
    • Manage a queue of Technical Escalation inquiries through to resolution. This includes investigating and resolving difficult escalations, and managing end-user communication

Competencies (Attributes needed to be successful in this role):

    • Functional / Technical Expertise
    • Problem Solving / Decision Making
    • Written Communication
    • Positive Impact
    • Perception Management
    • Detail-Oriented
    • Self Objectivity
    • Composure in High Visibility Situations
    • Creativity
    • Team Player 
    • Enthusiasm
    • Active Listening
    • Initiative
    • Customer Orientation
    • Change Management

Expected Outcomes in 3 months:

    • Learn the technologies required for supporting and maintaining products and services 
    • Coordinate incident communication and help guide high priority incidents to ensure minimal impact to customers
    • Investigate and resolve customer and partner issues through Zendesk and walk-ups

Expected Outcomes in 6 months:

    • Be an expert supporting and maintaining products and services 
    • Be an expert at incident communication and the coordination of high priority incidents to ensure minimal impact to customers
    • Be an expert at investigating and resolving customer and partner issues through Zendesk and walk-ups Culture:
●      Humble – No ego
●      Fun –  Celebrate the moments
●      Authentic – We are who we are
●      Passionate – Love what you do  
●      Dedicated – To each other and the customer