Technical Support Engineer (L2) at Twilio supporting Programmable Messaging API. Troubleshoot customer issues, debug code, and provide technical guidance via phone, email, and chat. Requires bilingual English/Japanese and 2+ years client-facing technical support experience.
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 remote-first 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.
We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!
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See yourself at Twilio
Join the team as our 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:
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:
Desired:
Location
This role will be remote, Japan
Travel
We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.
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.
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, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.