Technical Support Engineer 2

Summary

Join Twilio as a Technical Support Engineer 2 and support customers using Twilio’s Programmable Messaging product. You will be the voice of Twilio, providing expert support and friendly customer service. This role requires troubleshooting message deliverability issues, debugging customer code, and guiding customers through SMS application development. Collaboration with teammates and other Twilio teams is essential, as is reporting bugs and staying current with industry standards. You will also work with your manager to identify areas for process improvement. The position requires bilingual English and Japanese proficiency and 2+ years of client-facing technical experience supporting REST APIs or enterprise software.

Requirements

• 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)

Responsibilities

• 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

Preferred Qualifications

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

Benefits

• Competitive pay
• Generous time off
• Ample parental and wellness leave
• Healthcare
• A retirement savings program