Technical Support Engineer 3 - Japanese Bilingual

Twilio is seeking a Technical Support Engineer 3 - Japanese Bilingual to join their APAC Voice Support team. This role involves providing outstanding technical support for Programmable Voice and Elastic SIP Trunking, working with both individual developers and major brands. The Technical Support Engineer will troubleshoot voice connectivity, audio quality, application-level, and networking issues, guiding customers through the development of their voice applications.

Responsibilities include:

• Working on Programmable Voice and Elastic SIP Trunking via multiple channels.
• Assisting customers with troubleshooting voice, application, and networking issues.
• Guiding customers through voice application development.
• Collaborating with teammates and Twilio's Product and Engineering teams.
• Reporting reproducible Voice bugs and staying updated with industry standards.
• Surfacing customer problems and assisting in process improvements.

Requirements:

• 4 to 7 years of experience in a client-facing, technical role.
• Native or business fluency in Japanese.
• Past telecom experience with knowledge of SIP and IP Telephony protocols.
• Experience using packet capture tools (e.g., Wireshark).
• 1+ years of experience troubleshooting VoIP and SIP issues, and configuring PBX.
• Strong knowledge of RESTful APIs and cloud solutions.
• Skilled in troubleshooting network connectivity issues (TCP/UDP, SSL/TLS).

Twilio offers:

• Competitive pay.
• Generous time-off.
• Parental and wellness leave.
• Healthcare.
• Retirement savings program.