Technical Support Engineer (L2)

1 hour, 22 minutes ago
Full-time
Junior
Customer and Technical Support
Twilio

Twilio

Twilio is a cloud communication company that offers Communication APIs for SMS, Voice, Video, and Authentication, empowering developers to embed communication capabilities into their software applications globally.

Diversified Telecommunication Services
5K-10K
Founded 2008

Description

  • Work customer support cases from individual developers and major brands related to Twilio Messaging.
  • Troubleshoot message deliverability issues and debug customer code.
  • Guide customers by phone and chat through SMS application development.
  • Collaborate with teammates and Twilio Product and Engineering teams via Slack.
  • File Jira tickets for reproducible bugs and track technical issues.
  • Review the internal knowledge base to stay current on industry shifts and standards.
  • Surface customer problems to management to help improve support processes.
  • Communicate complex technical issues clearly to both technical and non-technical audiences.

Requirements

  • Bilingual English and Japanese, written and spoken, with Kanji proficiency.
  • Bachelor’s degree or equivalent work experience.
  • 2+ years of experience in a client-facing technical role, preferably supporting REST APIs or enterprise software.
  • Strong understanding of common web technology stacks.
  • Functional knowledge of general-purpose programming languages.
  • Strong problem-solving and technical troubleshooting skills.
  • Ability to professionally address customer concerns and provide concise feedback.
  • Ability to de-escalate tense customer situations in a live environment.
  • Excellent reading comprehension, listening, and writing skills.
  • Previous exposure to or knowledge of Twilio products is preferred.
  • Coding experience in any language, including reading and debugging code, is preferred.
  • Previous experience with Jira or a similar ticketing system is preferred.

Benefits

  • Competitive pay.
  • Generous time off.
  • Parental leave and wellness leave.
  • Healthcare benefits.
  • Retirement savings program.
  • Remote work in Japan.
  • Occasional travel for in-person team or project meetings.

Interested in this position?

Apply directly on the company website

Apply Now

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