Technical Support Engineer (L2)

About this role

Twilio is seeking a Technical Support Engineer (L2) to assist customers with the Programmable Messaging product. The role involves providing exceptional customer service while addressing technical issues and collaborating with internal teams.

What you'll do

• Handle messaging email cases from developers and brands
• Troubleshoot message deliverability and debug code
• Guide customers in developing SMS applications via phone and chat
• Collaborate with teams and file bugs in Jira
• Work with management to improve customer processes

What they're looking for

• Bilingual in English and Japanese
• Bachelor’s degree or relevant experience
• 2+ years in a technical client-facing role
• Understanding of web technology stacks
• Knowledge of general-purpose programming languages
• Strong troubleshooting and problem-solving skills
• Excellent communication skills
• Ability to de-escalate customer situations

Benefits

• Competitive salary
• Generous time off
• Parental and wellness leave
• Healthcare
• Retirement savings program