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Fastly · 3 days ago

Billing Support Specialist - US Remote

United States

Full-time

Remote

Entry, Mid Level

$61K/yr - $86K/yr

2+ years exp

Fastly is a company that helps people stay connected through its edge cloud platform. They are seeking a Billing Support Specialist to join their Customer Experience and Support team, responsible for resolving billing inquiries and improving billing processes while delivering a high-quality customer experience.

Cloud Data ServicesCloud InfrastructureCloud SecurityContent Delivery NetworkEnterprise SoftwareSecuritySoftware

Comp. & Benefits

H1B Sponsor Likely

Responsibilities

Serve as the primary point of contact for customer billing inquiries, including invoices, credits, adjustments, usage questions, and payment-related issues

Maintain customer information in the billing and finance systems - such as tax, purchase orders, or contact information (Email, address, etc.)

Investigate and resolve billing cases accurately and within defined SLAs, escalating complex issues when needed

Clearly explain billing concepts, charges, and outcomes to customers in a professional, empathetic, and easy-to-understand manner

Partner with Finance, Sales, Deal Desk, and Client Services teams to resolve discrepancies and ensure billing accuracy

Coordinate with internal stakeholders to validate contract terms, pricing, usage data, and billing logic

Act as a customer advocate when billing issues surface broader process or system gaps

Document case details, resolutions, and root causes consistently within support systems (e.g., Service Cloud)

Identify recurring billing issues and contribute to process improvements, automation opportunities, and self-service documentation

Support billing process updates, launches, or migrations by providing frontline feedback and participating in UAT as needed

Qualification

Billing support experienceExcel proficiencyBilling systemsAnalytical skillsCommunication skillsCustomer advocacyProblem-solving skillsAttention to detail

Required

2+ years of work in billing support, OTC, accounting, accounts receivable, or other relevant customer-facing roles

Proficient with Excel and Google Sheets, e.g. formulas like VLOOKUP, XLOOKUP/SUMIFS, pivot tables

Experience handling complex customer inquiries and explaining detailed information clearly

Strong analytical and problem-solving skills with high attention to detail

Experience with at least one of the following systems: Aria, NetSuite, SalesForce, or ZenDesk

Excellent written and verbal communication skills

Ability to manage multiple cases simultaneously in a fast-paced environment

Preferred

Able to understand and find solutions to complex customer contracts and service orders

Proficient in calculating usage-based billing in both enterprise software and Excel

Experience with working on audits and/or financial reporting at a public company

You have a basic grasp of networking services, security, or computing industries as it relates to accounting or billing

BA/BS in Accounting, Finance, Economics, Business, or other relevant degree

Benefits

Comprehensive benefits package including medical, dental, and vision insurance

Family planning

Mental health support along with Employee Assistance Program

Insurance (Life, Disability, and Accident)

Flexible Vacation policy

Up to 18 days of accrued paid sick leave

401(k) (including company match)

Employee Stock Purchase Program

12 paid local holidays

12 paid company wellness days

Company

Fastly

Glassdoor3.7

Fastly helps digital businesses keep pace with their customer expectations by delivering secure and online experiences.

Founded in 2011

San Francisco, California, USA

1001-5000 employees

http://www.fastly.com

H1B Sponsorship

Fastly has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (9)

2024 (11)

2023 (7)

2022 (12)

2021 (6)

2020 (5)

Funding

Current Stage

Public Company

Total Funding

$529M

Key Investors

DTCPSapphire Ventures,Sorenson CapitalICONIQ Growth

2025-12-05Post Ipo Debt· $160M

2024-12-02Post Ipo Debt· $150M

2019-05-16IPO

Leadership Team

Kip Compton

Chief Executive Officer

Hooman Beheshti

VP Technology

Recent News

Morningstar.com

Fastly, Inc. Reports Inducement Award Under Nasdaq Listing Rule 5635(c)(4)

2026-02-06