See yourself at Twilio

Join the team as Twilio’s next Technical Support Engineer 2

About the job

This position is needed to support our customers’ use of Twilio’s Programmable Messaging product. This role will function as the voice of Twilio to our customers and partners and operate as a subject-matter expert for Twilio’s Programmable Messaging API. In addition, focus on providing friendly, professional customer service, while problem-solving and demonstrating a high competency in communicating complex technical issues to both technical and non-technical audiences via phone, email, and chat mediums. Advanced time management skills are able to work well under pressure, and are proficient at developing workflows to remain efficient at tasks while still following standard processes and procedures.

Responsibilities

In this role, you’ll:

Work on messaging email cases submitted by both individual developers and major brands.  Assist customers with troubleshooting message deliverability issues and debug customer code.  Speak with a customer on the phone and chat in order to guide them through the development of their SMS application.  Collaborate with your teammates and the Twilio Product and Engineering teams via Slack. File Jira’s to report reproducible bugs and review our internal knowledge base to stay up to speed with industry shifts and standards.  Work with your manager to surface customer problems to assist in process betterment.

Qualifications 

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

*Required:

Bilingual English & Japanese (both written and spoken), Kanji (Japanese writing) proficiency required Bachelor’s degree or equivalent work experience 2+ years of experience in a client-facing technical role, preferably in supporting REST API or enterprise software A firm understanding of the technology stacks common to the Web ecosystem. Functional knowledge of general-purpose programming languages. Strong problem-solving and technical troubleshooting skills Ability to professionally and diplomatically address customer concerns and provide concise feedback. Ability to de-escalate tense/tough customer situations in a live environment.  Excellent reading comprehension, listening, and writing skills.  This role has APAC hours between 6:30AM - 3:30PM (IST)

Desired:

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

Location

This position would be located in remote Japan

What We Offer

Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location