Fastly helps people stay better connected with the things they love. Fastly’s edge cloud platform enables customers to create great digital experiences quickly, securely, and reliably by processing, serving, and securing our customers’ applications as close to their end-users as possible — at the edge of the Internet. The platform is designed to take advantage of the modern internet, to be programmable, and to support agile software development. Fastly’s customers include many of the world’s most prominent companies, including GitHub, Yelp, Paramount, and JetBlue.
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The Customer Experience and Support team is seeking a Billing Support Specialist to join our growing Billing Support team. The Billing Support Specialist sits within the Client Services department, working closely with Billing Specialists within the Finance department to resolve billing inquiries efficiently while delivering a high-quality, empathetic customer experience. This role is responsible for investigating and resolving billing cases, explaining invoices and charges, identifying trends, and helping improve billing processes to reduce friction for both customers and internal teams.
Working directly with customers and collaborating cross-functionally with Credit and Collections, Revenue Accounting, Sales, Account Management, Business Systems, and Engineering. An ideal candidate will be comfortable learning and working with a complex web of software, processes, and teams and is eager to roll up their sleeves and dig into issues.
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.
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.
We’ll be super impressed if you have experience in any of these:
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
A relevant degree in Accounting, Finance, Economics
This position will require you to work during scheduled hours from 7:30 pm - 4:30 am IST, Monday to Friday
This role is based In:
Pune, India
Fastly currently embraces a largely hybrid model for most roles which allows employees flexibility to split their time between the office and home.
This position may require travel as required by your role or requested by your manager.
Starting salary may vary based on permissible, non-discriminatory factors such as experience, skills, qualifications, shift pattern and location. We anticipate a salary of between ₹13 – ₹15 LPA for this role.
This role may be eligible to participate in Fastly’s equity and discretionary bonus programs.
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We care about you. Fastly works hard to create a positive environment for our employees, and we think your life outside of work is important too. We support our teams with great benefits that start on the first day of your employment with Fastly. Curious about our offerings?
We offer a comprehensive benefits package designed to meet your needs. Our offerings may vary depending on the country where you work and are subject to change.
Why Fastly?
We have a huge impact. Fastly is a small company with a big reach. Not only do our customers have a tremendous user base, but we also support a growing number of open source projects and initiatives. Outside of code, employees are encouraged to share causes close to their heart with others so we can help lend a supportive hand.
We value diversity. Growing and maintaining our inclusive and diverse team matters to us. We are committed to being a company where our employees feel comfortable bringing their authentic selves to work and have the ability to be successful -- every day.
We are passionate. Fastly is chock full of passionate people and we’re not ‘one size fits all’. Fastly employs authors, pilots, skiers, parents (of humans and animals), makeup geeks, coffee connoisseurs, and more. We love employees for who they are and what they are passionate about.
We’re always looking for humble, sharp, and creative folks to join the Fastly team. If you think you might be a fit please apply! A fully completed application and resume or CV are required when applying.
All job applications must be submitted through our official careers site at www.fastly.com/about/careers. We will never request sensitive information, such as your Social Security number, bank account or credit card information during the application process. All official communication will come from an @fastly.com or @recruiting.fastly.com email address.
Fastly is committed to ensuring equal employment opportunity and to providing employees with a safe and welcoming work environment free of discrimination and harassment. Our employment decisions are based on business needs, job requirements and individual qualifications. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, family or parental status, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.
Consistent with the Americans with Disabilities Act (ADA) and federal or state disability laws, Fastly will provide reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact your Recruiter, or the Fastly Employee Relations team at candidateaccommodations@fastly.com or 501-287-4901.
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