Technical Support Engineer 2 (Bilingual Japanese)
Offer summary
Qualifications:
Bilingual proficiency in English and Japanese, both written and spoken., Bachelor’s degree or equivalent work experience., At least 2 years of experience in a client-facing technical support role, preferably supporting REST APIs or enterprise software., Strong problem-solving skills and understanding of web technology stacks..Key responsibilities:
- Assist customers with troubleshooting messaging and deliverability issues.
- Communicate complex technical information clearly via phone, email, and chat.
- Collaborate with team members and engineering teams to resolve issues and improve processes.
- Manage customer cases and escalate issues as needed.
Job description
Who we are
At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.
Our dedication to remotefirst work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands.
Join the team as Twilio’s next Technical Support Engineer 2
- 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.
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- 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 clientfacing 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 generalpurpose programming languages.
- Strong problemsolving and technical troubleshooting skills
- Ability to professionally and diplomatically address customer concerns and provide concise feedback.
- Ability to deescalate tensetough customer situations in a live environment.
- Excellent reading comprehension, listening, and writing skills.
- This role has APAC hours between 6:30AM 3:30PM (IST)
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- Previous exposure or knowledge of Twilio products.
- Coding experience in any language. (reading and debugging)
- Previous experience with JIRA or a similar ticketing system.
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Location
This position would be located in remote India (Karnataka, Maharashtra, Tamil Nadu, Telangana & Delhi)
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
Twilio thinks big. Do you?
We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. Thats why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.
So, if youre ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isnt what youre looking for, please consider other open positions.
Desired:
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 hasnt followed a traditional path, dont let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!
*Required:
Required profile
Experience
Other Skills
- Problem Solving
- Customer Service
- Active Listening
- Writing
- Time Management
- Reading Comprehension
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