Technical Support Expert 3 (Billing)

TL;DR

Technical Support Expert 3 (Billing): Providing high-level technical support for account administration and billing platforms for Twilio and SendGrid with an accent on resolving complex customer escalations and data analysis. Focus on troubleshooting billing discrepancies, mentoring junior staff, and collaborating with engineering teams to improve product quality.

Location: Remote, based in Colombia

Company

Communications platform empowering developers worldwide to craft personalized customer experiences through innovative communication solutions.

What you will do

• Investigate and resolve complex account administration, billing, and usage issues for customers.
• Collaborate with Customer Success, Sales, Engineering, and Product teams to solve high-impact technical problems.
• Own customer communication and ticket handling during billing-related incidents.
• Mentor and train other Technical Support Experts on troubleshooting and customer handling procedures.
• Develop and maintain technical documentation, including FAQs, KCS, and wiki pages.
• Analyze support data to recommend efficiency improvements to the Global Specialization Leader.

Requirements

• 5+ years of relevant experience in technical support or billing.
• Must be based in Colombia.
• Proven experience with general accounting principles, billing, account reconciliation, or data analysis.
• Proficiency with Salesforce, Zuora, or other financial management software.
• Strong technical troubleshooting skills and demonstrated experience using JIRA.
• Excellent verbal and written communication skills for professional customer de-escalation.

Nice to have

• Proficiency with SQL, Excel, and ZenDesk.
• Knowledge of project management tools such as Airtable, Trello, or Asana.
• Experience with JIRA Administration.
• Active contribution to self-help resources and knowledge base content.

Culture & Benefits

• Competitive pay and retirement savings program.
• Generous time off, including parental and wellness leave.
• Comprehensive healthcare coverage.
• Remote-first work culture emphasizing global inclusion and connection.
• Opportunities for occasional travel for team meetings and project collaboration.