Technical Support Engineer 2 (Bilingual Japanese) - Remote

Overview

Twilio is shaping the future of communications with innovative solutions, empowering developers worldwide to create personalized customer experiences. This role is essential in supporting customers’ use of Twilio’s Programmable Messaging product and requires a bilingual candidate to communicate effectively with both technical and non-technical audiences.

In Short

• Support customers using Twilio's Programmable Messaging product.
• Serve as a subject-matter expert for Twilio's Programmable Messaging API.
• Provide friendly and professional customer service.
• Assist with troubleshooting message deliverability issues.
• Guide customers through SMS application development.
• Collaborate with teams via Slack and file JIRA tickets.
• Work with management to improve processes.
• Must be bilingual in English and Japanese.
• Work APAC hours (6:30AM - 3:30PM IST).
• 2+ years of experience in a client-facing technical role.

Requirements

• Bilingual English & Japanese proficiency.
• Bachelor’s degree or equivalent work experience.
• Experience supporting REST API or enterprise software.
• Understanding of web technology stacks.
• Knowledge of general-purpose programming languages.
• Strong problem-solving skills.
• Ability to address customer concerns diplomatically.
• Excellent communication skills.
• Ability to de-escalate customer situations.
• Previous exposure to Twilio products is a plus.

Benefits

• Competitive pay.
• Generous time off.
• Parental and wellness leave.
• Healthcare benefits.
• Retirement savings program.
• Opportunities for professional growth.
• Support for community involvement.
• Inclusive work culture.
• Remote-first work environment.
• Access to a vibrant team with diverse experiences.