Technical Support Engineer 2

Details

• 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
• Execute internal processes to streamline and scale support
• Partner with cross-functional teams, such as Product Management, Support, and R&D to translate customer business needs and product feedback into new solutions
• Reporting and knowledge base documentation expertise
• Provide Email, Chat and Phone support to customers
• 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
• Ability to make sound decisions quickly and efficiently
• Experience with troubleshooting and resolving QoS (Quality of Service) issues, including escalations to third parties
• Respond to customer inquiries related to billing reconciliation and account audits
• Investigate billing, pricing and usage issues and communicate the findings to our customers
• 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
• Previous exposure or knowledge of Twilio products.
• Coding experience in any language. (reading and debugging)
• Previous experience with JIRA or a similar ticketing system.