• Own billing and account support • Independently manage account and billing-related tickets from intake to resolution • Investigate usage questions, subscription changes, invoice discrepancies, and arrears scenarios, collaborating with Billing Engineering and Finance as necessary • Handle billing escalations tactfully and empathetically, especially in high-sensitivity or high-impact cases • Support arrears and account recovery workflows with clarity and professionalism • Coordinate customer event readiness • Manage intake for customer launches, campaigns, load testing, and anticipated traffic spikes • Partner with infrastructure and backend teams to ensure visibility and preparedness • Capture and improve knowledge • Own knowledge capture and documentation for the billing and account domain • Identify recurring friction and improve templates, workflows, and internal processes • Contribute to improving how billing-related support is structured and prioritized • Contribute to AI and automation initiatives • Collaborate on AI-driven automation efforts to improve ticket deflection and troubleshooting efficiency • Help augment knowledge sources used by AI systems, ensuring accuracy and clarity • Provide domain expertise in billing/account workflows to improve automated support responses • Support broader Support Engineering efforts • Participate regularly in Discord community support, contributing to hands-on request handling but also broader signal and trend analysis • Collaborate with Support Engineers on cross-domain issues • Gradually ramp into broader technical debugging work over time

• Lead and scale Technical Support organization by managing function-level performance, delivery quality, and team growth. • Spend 70% of time leading and 30% as a hands-on engineer. • Work closely with Project Management, Engineering, and Product teams to ensure customer sites are correctly deployed, optimized, and monitored. • Oversee QA squad to ensure consistent validation and release quality gates. • Monitor live systems for uptime, performance, and sensor health. • Manage and mentor Squad Leads and their Support Engineer teams. • Participate in engineering sprints to represent deployment and support needs.

• Provide exceptional customer service while responding to phone, e-mail and online requests for technical support • Represent the customer to ensure serviceability and product quality issues are being tracked, prioritized, resolved, and incorporated into the product release cycle • Assist customers in the installation and deployment of Keeper’s software products • Communicate with Portuguese and English speaking customers, both verbally and in writing • Track and monitor all support cases to ensure timely resolution and follow-up • Clearly identify, document, and find solutions for customer issues and product problems • Escalate critical customer situations to the appropriate level of management and engineering expertise • Communicate technical issues and solutions to the engineering, QA, sales, and support teams as well as to the customer base

• Responsible for accurate and timely completion of day-to-day tasks associated with 401(k) plan sales • Reviews and accurately documents changes directed by clients and internal team • Communicates effectively with partners, clients, external and internal customers to identify and resolve issues • Creates and maintains Sales Team procedures