Technical Support Engineer
New
T
TwilioCommunications Technology
Remote - JapanFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- Bilingual English & Japanese (both written and spoken), Kanji proficiency required
- Experience
- 2+ years
- Required Skills
- JiraRESTful APIsTroubleshootingTechnical support
Requirements
- Bilingual English & Japanese (both written and spoken), Kanji proficiency required
- Bachelor’s degree or equivalent work experience
- 2+ years of experience in a client-facing technical role
- Experience supporting REST API or enterprise software
- 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
- Ability to de-escalate tense customer situations in a live environment
- Excellent reading comprehension, listening, and writing skills
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 teammates and the Twilio Product and Engineering teams via Slack.
- File Jira tickets to report reproducible bugs.
- Review internal knowledge base to stay up to speed with industry shifts and standards.
- Work with manager to surface customer problems to assist in process betterment.
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