Technical Support Engineer 2

Twilio; Canada; Remote; CAD 46,000 - 66,000; Full time

Job summary

A leading communications platform is seeking a Technical Support Engineer 2 to support customers using their Programmable Messaging product. This remote role requires bilingual proficiency in Japanese and English as well as strong troubleshooting skills. The ideal candidate will assist customers in debugging SMS applications and collaborate with product teams. Benefits include competitive pay, generous time off, and other perks.

Benefits

Competitive pay

Generous time off

Healthcare benefits

Retirement savings program

Qualifications

• Must be bilingual in English and Japanese, both written and spoken.
• A firm understanding of the technology stacks common to the Web ecosystem.
• Functional knowledge of general-purpose programming languages.

Responsibilities

• Assist customers with troubleshooting message deliverability issues.
• Guide customers through the development of their SMS application.
• Collaborate with teammates and the Twilio Product and Engineering teams.

Skills

Bilingual English & Japanese

Technical troubleshooting

Problem-solving

Reading comprehension

Education

Bachelor's degree or equivalent experience

Tools

JIRA

Job description

Overview

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 remote-first work, and a 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.

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

• 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\u2019t followed a traditional path, don\u2019t 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)
• 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 Japan remotely.

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. That’s 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 you’re ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn’t what you’re looking for, please consider other open positions.

Equal Opportunity

Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, veteran status, disability status, genetic information, political views or activity, or other legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Twilio participates in the E-Verify program where required by law.

Apply for this job

indicates a required field