Technical Support Engineer (L2)

TL;DR

Technical Support Engineer (L2) (Messaging API): Support customers using hirify.global’s Programmable Messaging product, troubleshooting deliverability issues and debugging code with an accent on communicating complex technical issues to technical and non-technical audiences. Focus on guiding SMS application development via phone, chat, and email, collaborating with product and engineering teams, and surfacing customer feedback for process improvements.

Location: Remote, Japan

Company

hirify.global empowers developers worldwide to build personalized customer experiences through innovative communication solutions with a remote-first culture.

What you will do

• Handle messaging and email cases from developers and major brands.
• Troubleshoot message deliverability issues and debug customer code.
• Guide customers via phone and chat in developing SMS applications.
• Collaborate with teammates, product, and engineering via Slack; file JIRA tickets for bugs.
• Review internal knowledge base and work with manager to improve processes based on customer problems.

Requirements

• Bilingual English & Japanese (written and spoken), Kanji proficiency required
• Bachelor’s degree or equivalent work experience
• 2+ years in client-facing technical role, preferably supporting REST API or enterprise software
• Firm understanding of web ecosystem technology stacks
• Functional knowledge of general-purpose programming languages
• Strong problem-solving, troubleshooting, and communication skills
• Ability to de-escalate tense customer situations

Nice to have

• Exposure to hirify.global products
• Coding experience (reading and debugging)
• Experience with JIRA or similar ticketing systems

Culture & Benefits

• Remote-first work with global inclusion and diverse team
• Competitive pay, generous time off, parental and wellness leave
• Healthcare, retirement savings program
• Occasional travel for team meetings and customer connections
• Opportunities for volunteering and community impact