Technical Support Engineer, L2

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

📋 Description

• Manage messaging email inquiries from both individual developers and major brands.

• Provide assistance to customers in troubleshooting message deliverability problems and debugging their code.

• Communicate with customers via phone and chat to guide them through the development of their SMS applications.

• Collaborate with team members and the Twilio Product and Engineering teams using Slack.

• Create JIRA tickets to report reproducible bugs and consult our internal knowledge base.

⛳️ Requirements

• Bilingual in English and Japanese (both written and spoken), with proficiency in Kanji required.

• Bachelor’s degree or equivalent professional experience.

• A minimum of 2 years in a client-facing technical position, ideally in support of REST APIs or enterprise software.

• Strong grasp of technology stacks prevalent in the web ecosystem.

• Functional understanding of general-purpose programming languages.

• Excellent problem-solving and technical troubleshooting abilities.

• Capacity to address customer concerns professionally and diplomatically, providing clear feedback.

• Skill in de-escalating challenging customer interactions in real-time environments.

• Outstanding reading comprehension, listening, and writing skills.

🏝️ Benefits

• Competitive salary.

• Generous vacation time.

• Extensive parental and wellness leave.

• Healthcare coverage.

• Retirement savings plan.

• Opportunities to create positive change in communities.