Technical Support Engineer 2
WFA Digital Insight
The demand for technical support engineers with strong problem-solving skills has grown significantly in the remote job market, with a 27% increase in postings over the last year. As companies like Twilio continue to expand their global reach, the need for skilled professionals who can communicate complex technical issues to diverse audiences has never been higher. With Twilio's commitment to remote-first work, this role offers a unique opportunity for candidates to join a vibrant team making a global impact. Before applying, candidates should be aware of the importance of Japanese and English fluency, as well as experience with billing and analytical tools like Excel and SQL.
Job Description
About the Role
Twilio is seeking a Technical Support Engineer 2 to join their team, focusing on billing and technical support. As a key member of the team, you will be responsible for solving complex technical issues for customers, working closely with cross-functional teams to resolve problems and improve the overall customer experience. The ideal candidate will have a strong understanding of technology stacks, experience in a telecom environment, and excellent communication skills to effectively interact with both technical and non-technical audiences.In this role, you will be working remotely from Japan, collaborating with a global team to deliver innovative solutions to Twilio's customers. Your day-to-day responsibilities will include escalations, working directly with customers and internal teams to resolve issues, and contributing to the improvement of internal processes to streamline and scale support.
What You Will Do
- Escalate and resolve complex technical issues for customers via phone, email, or chat
- Collaborate with cross-functional teams, including Customer Success and Engineering, to resolve issues and improve the customer experience
- Analyze and report bugs to the Engineering and QA teams, prioritizing fixes to ensure customer satisfaction
- Clearly communicate with customers and internal teams about issues impacting their service
- Verify that issues have been resolved and follow up with customers as needed
- Execute internal processes to streamline and scale support
- Partner with Product Management, Support, and R&D teams to translate customer business needs and product feedback into new solutions
- Develop and maintain expertise in reporting and knowledge base documentation
- Provide multilingual support to customers, utilizing Japanese and English language skills
What We Are Looking For
- 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
- Strong time management skills and efficiency in a dynamic work environment
- Experience working in a telecom environment and understanding of technology stacks
- Ability to collaborate with colleagues and contribute to the improvement of internal processes
- Strong problem-solving skills and ability to think critically
Nice to Have
- Experience with artificial intelligence and machine learning
- Knowledge of cloud-based technologies and platform functionality
- Certification in IT service management or a related field
- Experience working in a remote-first environment and ability to work independently
Benefits and Perks
- Competitive salary and benefits package
- Opportunity to work with a global team and contribute to the development of innovative solutions
- Flexible working hours and remote work arrangement
- Professional development and growth opportunities
- Access to cutting-edge technologies and tools
- Collaborative and dynamic work environment
How to Stand Out
- Tip: Develop a strong understanding of Excel and SQL, as these tools are essential for success in this role.
- Be prepared to provide examples of your experience working with customers and resolving complex technical issues.
- Highlight your ability to work independently and collaboratively as part of a global team.
- Showcase your knowledge of technology stacks and telecom environments.
- Be prepared to discuss your experience with billing and analytical tools.
- Consider developing a personal project or contributing to open-source projects to demonstrate your skills and passion for technical support.
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