Technical Support Engineer 2

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Twilio

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Millions of developers around the world have used Twilio to unlock the magic of communications to improve any human experience.Twilio has democratized communications channels like voice, text, chat, video, and email by virtualizing the world’s communications infrastructure through APIs that are simple enough for any developer to use, yet robust enough to power the world’s most demanding applications.By making communications a part of every software developer’s toolkit, Twilio is enabling innovators across every industry — from emerging leaders to the world’s largest organizations — to reinvent how companies engage with their customers.Founded in 2008, Twilio has over 5,000 employees in 26 offices in 17 countries and counting, with headquarters in San Francisco and other offices in Atlanta, Bangalore, Berlin, Bogotá, Denver, Dublin, Paris, Prague, Hong Kong, Irvine, London, Madrid, Munich, Malmö, Mountain View, Redwood City, New York City, São Paulo, Sydney, Melbourne, Singapore, Tallinn, and Tokyo.

📋 Description

• Escalations, working directly with users and Customer Success teams • Escalate critical issues to appropriate internal channel • Report bugs to Engineering & QA teams • Clearly communicate with customers 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, translating customer business needs and product feedback into new solutions • Reporting and knowledge base documentation expertise • Provide Email, Chat and Phone support

🎯 Requirements

• Fluency in Japanese and English • Past billing experience, including analyzing invoices • Knowledge of Excel, SQL and ZenDesk • Ability to address customer concerns and provide feedback in a friendly, diplomatic and empathetic way • Ability to help, train, and mentor team members • Ability to make sound decisions quickly and efficiently • Experience with troubleshooting and resolving QoS (Quality of Service) issues • Respond to customer inquiries related to billing reconciliation and account audits • Investigate billing, pricing, and usage issues • Strong knowledge of RESTful APIs • Past experience in Zuora or any other financial management software

🏖️ Benefits

• Competitive pay • Generous time off • Ample parental and wellness leave • Healthcare • Retirement savings program