This is a fully remote position, open to applicants in Japan.

• Manage escalations by liaising directly with users and Customer Success teams.

• Elevate critical concerns to the appropriate internal channels.

• Report software bugs to the Engineering and QA departments.

• Communicate effectively with customers regarding issues that affect their service.

• Ensure that issues have been properly resolved.

• Implement internal processes to enhance and scale support operations.

• Collaborate with cross-functional teams to translate customer business requirements and product feedback into innovative solutions.

• Expertise in reporting and creating knowledge base documentation.

• Provide support via Email, Chat, and Phone.

• Proficiency in both Japanese and English.

• Previous experience in billing, including the analysis of invoices.

• Familiarity with Excel, SQL, and ZenDesk.

• Capability to address customer issues and deliver feedback in a friendly, diplomatic, and empathetic manner.

• Ability to assist, train, and mentor fellow team members.

• Capacity to make informed decisions promptly and effectively.

• Experience in troubleshooting and resolving Quality of Service (QoS) issues.

• Handle customer inquiries related to billing reconciliation and account audits.

• Investigate matters related to billing, pricing, and usage.

• Strong understanding of RESTful APIs.

• Previous experience with Zuora or other financial management software.

• Competitive salary.

• Generous vacation policy.

• Extensive parental and wellness leave.

• Comprehensive healthcare coverage.

• Retirement savings plan.

Technical Support Engineer 2

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