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Stytch Logo Stytch · IT - Software Development

Technical Support Engineer 2 - Billing

Japan · Job Posted June 10, 2026
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Job Description

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 should have a firm understanding of the technology stacks common to the Web ecosystem and experience in a telecom environment. 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.

Job Responsibility

  • 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

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
  • 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

Nice to have

  • Previous exposure or knowledge of Twilio products
  • Coding experience in any language (reading and debugging)
  • Previous experience with JIRA or a similar ticketing system

What we offer

  • competitive pay
  • generous time off
  • ample parental and wellness leave
  • healthcare
  • retirement savings program
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