Technical Support Engineer 2

About this role

Twilio is seeking a Technical Support Engineer 2 to join its remote team in Japan, focusing on billing issues. The role involves problem-solving, assisting customers with technical concerns, and collaborating with internal teams to enhance service delivery.

What you'll do

• Assist customers and Customer Success teams with escalated issues.
• Report and prioritize bugs with Engineering & QA teams.
• Communicate service-impacting issues clearly to customers.
• Verify resolutions of issues effectively.
• Document processes and contribute to knowledge base.
• Provide support via Email, Chat, and Phone.

What they're looking for

• Fluency in Japanese and English
• Experience with billing and invoicing
• Knowledge of Excel, SQL, and ZenDesk
• Strong customer service and communication skills
• Ability to troubleshoot QoS issues
• Understanding of RESTful APIs
• Experience with financial management software
• Ability to mentor and improve team processes

Benefits

• Remote-first work environment
• Cultural inclusivity
• Opportunities for career growth
• Dynamic work setting
• Collaborative team culture
• Access to innovative solutions