Lumen is the trusted network for the AI‑powered world, connecting people, data, and applications through our expansive fiber network and connected ecosystem. We enable secure, high‑performance connectivity across cloud, edge, and AI workloads for enterprises, governments, and communities.

At Lumen, you’ll work on infrastructure customers rely on today and build for what’s next, where performance, security, and resilience matter.

This is a high accountability environment where bold ideas drive real innovation for our customers, partners, and industry. The work is challenging, expectations are clear, and trust is built into how we operate. If you’re ready to take ownership, deliver meaningful impact, and help shape the future of AI‑ready connectivity, join us today.

The Role

The Senior Software Support Engineer plays a vital role in keeping the Kenan Billing environment—and the critical billing processes it supports—running reliably and accurately. At the center of the billing operation, this person helps ensure that essential applications remain stable across Linux and Windows Server platforms, so the business can deliver timely, accurate billing with confidence.

Each day brings opportunities to solve complex problems and make a meaningful impact. When an issue arises, the Senior Software Support Engineer follows the clues: troubleshooting technical challenges, analyzing data, navigating batch processes, and using scripting to uncover root causes and move solutions forward. Along the way, this person partners closely with business, application, infrastructure, and operational teams, bringing people and technology together to restore service and keep critical processes moving.

The Software Support Engineer helps build a more reliable and efficient billing ecosystem for tomorrow. For someone who enjoys solving challenging problems, collaborating across teams, and seeing the direct impact of technical expertise on business-critical operations, this role offers the opportunity to do meaningful work and help shape a stronger, more resilient billing experience.

Location

This position is remote and based within the US.

The Main Responsibilities

• Provide senior-level production support for Kenan Billing applications, interfaces, batch processes, and related billing functions.
• Monitor and support Kenan billing processes to ensure successful and timely completion of production billing cycles.
• Perform technical troubleshooting across Linux, Windows Server, Kenan applications, batch processing, interfaces, and supporting infrastructure.
• Develop, maintain, and troubleshoot Linux/UNIX shell scripts, including KornShell (ksh) and C Shell (csh), used for automation, batch processing, file management, monitoring, and production support.
• Perform root-cause analysis of application, billing, batch, interface, and production issues and coordinate resolution with appropriate technical and business teams.
• Analyze logs, job output, system processes, files, and application data to identify and resolve production issues.
• Use Microsoft Excel for billing analysis, reconciliation, validation, issue investigation, reporting, and operational tracking.
• Support and troubleshoot scheduled and batch-processing workloads, including Control-M or similar enterprise scheduling tools.
• Lead or participate in incident and outage reviews and develop corrective action and get-well plans for recurring issues.
• Manage change, incident, problem, and production-support tickets in accordance with established operational standards.
• Coordinate production changes and releases while minimizing impacts to billing operations.
• Identify opportunities to automate manual processes, improve production stability, reduce recurring incidents, and increase billing-process efficiency.
• Create and maintain operational documentation, troubleshooting procedures, support processes, and knowledge-transfer materials.
• Provide technical guidance and knowledge transfer to onshore and offshore support resources.
• Serve as a senior technical resource for Kenan Billing production-support questions, issues, and resolutions.

What We Look For in a Candidate

• 5+ years of production or application support experience, preferably with large-scale enterprise billing or financial applications, including Kenan Billing in production.
• Strong Linux/UNIX knowledge and hands-on experience with processes, file systems, permissions, logs, job execution, file manipulation, troubleshooting, and ksh/csh scripting; experience supporting applications and services on Windows Server.
• Strong Microsoft Excel skills for data analysis, billing reconciliation, validation, reporting, and troubleshooting, plus experience with batch processing, job scheduling, file processing, and failed or delayed production jobs; experience with Control-M or comparable workload automation tools.
• Strong troubleshooting, analytical, verbal, and written communication skills, with the ability to independently investigate complex production and billing issues; analyze logs, identify root causes, communicate findings to technical and business stakeholders, and coordinate corrective actions across technical teams.
• Experience with incident, problem, change, release, and production-support processes; ability to work independently in a fast-paced environment while managing multiple priorities and critical issues; experience coordinating onshore and offshore resources, documenting processes, and providing technical training and knowledge transfer.

Compensation

This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors.

Location Based Pay Ranges

$84,629 - $112,838 in these states: AL AR AZ FL GA IA ID IN KS KY LA ME MO MS MT ND NE NM OH OK PA SC SD TN UT VT WI WV WY $88,860 - $118,480 in these states: CO HI MI MN NC NH NV OR RI $93,092 - $124,122 in these states: AK CA CT DC DE IL MA MD NJ NY TX VA WA

Lumen offers a comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits and other perks that enhance your physical, mental, emotional and financial wellbeing. We're able to answer any additional questions you may have about our bonus structure (short-term incentives, long-term incentives and/or sales compensation) as you move through the selection process.

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Learn more about Lumen's: Benefits Bonus Structure

Requisition #: 344273

Life at Lumen

Life at Lumen is human and connected, even in a fast moving, AI‑focused organization. We set clear expectations and trust people to meet them. With real support and shared accountability, teams collaborate better, move faster, and deliver meaningful outcomes.

Our Lumen 8 behaviors guide how we interact, make decisions, and work together, shaping a culture built to perform and win.

To learn more about Life at Lumen and how we live the Lumen 8, please visit: https://jobs.lumen.com/global/en/life-at-lumen

Background Screening

If you are selected for a position, there will be a background screen, which may include checks for criminal records and/or motor vehicle reports and/or drug screening, depending on the position requirements. For more information on these checks, please refer to the Post Offer section of our FAQ page. Job-related concerns identified during the background screening may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Equal Employment Opportunities

We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, gender expression, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.

Privacy Notice

Lumen is committed to protecting the privacy and security of personal information collected during the recruitment and hiring process. Our Applicant Privacy Notice explains how we collect, use, disclose, and protect applicant information, as well as how individuals may request access to or deletion of their personal data.

To review Lumen’s Global Employment Applicant and Talent Community Privacy Notice, please visit: https://jobs.lumen.com/global/en/privacy-notice

Disclaimer

The job responsibilities described above indicate the general nature and level of work performed by employees within this classification. It is not intended to include a comprehensive inventory of all duties and responsibilities for this job. Job duties and responsibilities are subject to change based on evolving business needs and conditions.

In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.

Please be advised that Lumen does not require any form of payment from job applicants during the recruitment process. All legitimate job openings will be posted on our official website or communicated through official company email addresses. If you encounter any job offers that request payment in exchange for employment at Lumen, they are not for employment with us, but may relate to another company with a similar name.

Lumen is the trusted network for the AI-powered world, connecting people, data, and applications through one of the world’s most expansive fiber networks. We enable secure, high-performance connectivity across cloud, edge, and AI workloads for enterprises, governments, and communities.

Everything we do at Lumen takes advantage of our network strength. From metro connectivity to long-haul data transport to our edge cloud, security, and managed service capabilities, we meet our customers’ needs today and as they build the future.