Twilio

1 month ago

Technical Support Engineer 2

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 5 hours agoStatus: Live

Job Summary

Technical Support Engineer 2 focusing on Billing in a remote, telecom-enabled environment. You will handle escalations with users and Customer Success teams, communicate resolution effectively, report bugs to Engineering & QA, prioritize fixes, verify resolutions, and collaborate with Product Management, Support, and R&D to translate customer needs into improvements. Provide multi-channel support and contribute to knowledge base documentation.

Location: Japan

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Key Responsibilities

•Escalations, working directly with our users and Customer Success teams to solve problems and help them leverage all of Twilio’s platform functionality
•Escalate critical issues to the appropriate internal channel, ensuring timely response and testing and communicating the resolution
•Report bugs to our Engineering & QA teams, as well as helping to prioritize fixes to ensure customer satisfaction
•Clearly communicate with customers and other internal teams about issues impacting their service
•Effectively verify that issues have been resolved

Travel: Low travel

Pay and Benefits

Perks:Health InsuranceTime OffParental LeaveWellness StipendRetirement Savings

Key Requirements

•Fluency in Japanese and English
•Past billing experience, including analyzing the invoices
•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 help, train and mentor team-members, and advise on improvements for our Billing platform

Experience:TelecommunicationsBillingTelecom

Skills:CommunicationEmpathyMentoringCollaborationTeamwork

Languages:EnglishJapanese

Tech Stack:RESTful APIsZendeskSQLExcelZuora

Company Brief

Twilio

Provides cloud communications platforms and APIs enabling developers to add voice, messaging, video, and authentication features to applications. Serves enterprises and developers with programmable communications, engagement, and customer interaction tools.

Industry: API Platforms

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Francisco, United States

Founded: 2008

Glassdoor: 4.0

Website LinkedIn

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Twilio

1 month ago

Technical Support Engineer 2

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 5 hours agoStatus: Live

Job Summary

Location: Japan

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Key Responsibilities

•Escalations, working directly with our users and Customer Success teams to solve problems and help them leverage all of Twilio’s platform functionality
•Escalate critical issues to the appropriate internal channel, ensuring timely response and testing and communicating the resolution
•Report bugs to our Engineering & QA teams, as well as helping to prioritize fixes to ensure customer satisfaction
•Clearly communicate with customers and other internal teams about issues impacting their service
•Effectively verify that issues have been resolved

Travel: Low travel

Pay and Benefits

Perks:Health InsuranceTime OffParental LeaveWellness StipendRetirement Savings

Key Requirements

•Fluency in Japanese and English
•Past billing experience, including analyzing the invoices
•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 help, train and mentor team-members, and advise on improvements for our Billing platform

Experience:TelecommunicationsBillingTelecom

Skills:CommunicationEmpathyMentoringCollaborationTeamwork

Languages:EnglishJapanese

Tech Stack:RESTful APIsZendeskSQLExcelZuora

Company Brief

Twilio

Industry: API Platforms

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Francisco, United States

Founded: 2008

Glassdoor: 4.0

Website LinkedIn