engineering
Posted 3 days agoTechnical Support Engineer 2
at Twilio
JapanRemote
Responsibilities
- Report bugs to our Engineering & QA teams, as well as helping to prioritize fixes to ensure customer satisfaction
- Execute internal processes to streamline and scale support
- Investigate billing, pricing and usage issues and communicate the findings to our customers
Requirements
- We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions! .
- You should have a firm understanding of the technology stacks common to the Web ecosystem and
- experience in a telecom environment.
- Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply.
- We are always looking for people who will bring something new to the table! *Required:
- Fluency in Japanese and English
- Knowledge of Excel, SQL and ZenDesk
- Ability to address customer concerns and provide feedback in a friendly, diplomatic and empathetic way; you treat customer problems like your own
- Ability to make sound decisions quickly and efficiently •
- Experience with troubleshooting and resolving QoS (Quality of Service) issues, including escalations to third parties
- Strong knowledge of RESTful API’s with the ability to understand and troubleshoot issues with cloud solutions Past
- experience in Zuora or any other financial management software Desired:
- Previous exposure or knowledge of Twilio products. Coding
- experience in any language. (reading and debugging) Previous
- experience with JIRA or a similar ticketing system. Location
- For this role, you may be required to travel occasionally to participate in project or team in-person meetings. What We Offer
- Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.
Benefits
- Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more.
Additional details
- At Twilio, we’re shaping the future of communications, all from the comfort of our homes.
- We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.
- Our dedication to remote-first work , and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day.
- As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding.
- Join the team as Twilio’s next Technical Support Engineer 2 - Billing About the job
- We’re looking for someone who is excited by solving tough problems and enjoys helping others work through complex technical issues.
- You’re a strong communicator to both technical and non-technical audiences via phone or email and you’re able to empathize with frustrated customers from all backgrounds.
- You enjoy collaborating with colleagues on your team, help them with the day to day challenges, and are able to contribute ideas on how to improve the team’s work.
- You’ve got strong time management skills, and are efficient at getting work done in a dynamic work environment while still following standard processes and procedures. Responsibilities
- Escalations, working directly with our users and Customer Success teams to solve problems and help them leverage all of Twilio’s platform functionality