Technical Support Engineer 2 (Billing)

TL;DR

Technical Support Engineer 2 (Billing): Resolving complex billing, pricing, and usage issues for a global communications platform with an accent on financial reconciliation and account audits. Focus on troubleshooting RESTful APIs, managing customer escalations, and collaborating with cross-functional teams to improve billing platform functionality.

Location: Must be based in Japan

Company

hirify.global is a global leader in cloud communications, empowering developers and businesses to build personalized customer experiences through innovative software solutions.

What you will do

• Provide technical support via email, chat, and phone regarding billing, pricing, and usage inquiries.
• Investigate and resolve complex billing reconciliation issues and perform account audits.
• Escalate critical technical issues to Engineering and QA teams while tracking resolution progress.
• Partner with Product Management and R&D to translate customer feedback into platform improvements.
• Maintain knowledge base documentation and report bugs to ensure high service quality.
• Mentor team members and advise on improvements for the billing platform.

Requirements

• Fluency in Japanese and English required.
• Must be based in Japan.
• Proven experience in billing analysis and financial management software like Zuora.
• Strong proficiency in Excel, SQL, and ZenDesk.
• Solid understanding of RESTful APIs and cloud solution troubleshooting.
• Experience in a telecom environment and resolving Quality of Service (QoS) issues.

Nice to have

• Previous exposure to hirify.global products.
• Coding experience for reading and debugging.
• Experience with JIRA or similar ticketing systems.

Culture & Benefits

• Competitive pay and comprehensive healthcare coverage.
• Generous time off, parental, and wellness leave.
• Retirement savings program.
• Strong culture of global inclusion and remote-first work.
• Opportunities for occasional in-person team meetings and collaboration.