Full-stack Customer Engineer
About the Position
The Customer Engineering team is not limited to pitching products or handling complaints—instead, it proactively engages in engineering activities to provide better services to customers. Activities include debugging, code contributions, building internal knowledge bases, writing external communication documents, collecting feedback on internal processes, and process improvement.
As a Full-stack Customer Engineer, your primary responsibility is to quickly resolve issues reported by customers in collaboration with the Customer Success team. You will monitor internal systems and respond swiftly to technical support requests. Depending on requests, you will analyze logs, reproduce and debug reported problems, implement solutions, modify code, and contribute to overall service improvements.
We seek highly self-motivated individuals who are passionate about problem-solving and technical exploration beyond a narrow specialty. Candidates should be eager to engage in engineering tasks that directly address issues and capable of making prompt and precise decisions under pressure. Join a dynamic environment focused on engineering activities that enhance customer experience.
Responsibilities
- Respond quickly to technical inquiries from customer-facing teams, primarily the Customer Success Team.
- Investigate the mechanisms and causes of problems reported by customers.
- Develop solutions or workarounds for technical challenges faced by customers.
- Collaborate with the engineering team to resolve complex issues through teamwork.
- Contribute directly to the codebase to rapidly improve products and services.
- Support customer-facing teams by sharing insights on products and commonly reported issues.
- Represent customers and partners as a Voice of Customers advocate, promoting feature requests.
- Participate in the incident response process and contribute to incident handling.
- Communicate directly with customers as needed.
Requirements
- Strong passion for customer support.
- A desire to solve real-world problems through technology and creativity.
- Empathetic understanding of customer perspective, logical thinking, and keen, unbiased observation skills.
- Extensive experience with at least one programming language and systematic debugging.
- Solid understanding of HTTP, WWW, REST, SQL, logging, tracing, observability.
- Openness to communicating in both English and Japanese.
- Japanese language proficiency at JLPT N2 level.
Nice to Haves
- Specialized experience in payment systems.
- Professional or personal experience with applications involving payments.
- Experience (professional or personal) in any of the following:
- Ruby and Ruby on Rails
- Datadog
- Shopify
- PHP
- TypeScript
- Amazon Web Services
- Docker
- Experience with debugging complex software and suggesting code improvements (professional or personal).
- Experience with experimental research (professional, personal, or academic).
- CEFR B1 level English proficiency.
- Interest in foreign languages and cultural exchange, and a commitment to continuous learning.
Benefits
- Hybrid work style: combination of remote and in-office work.
- Flexible hours (core time: 10:00-15:00).
- Option to work from overseas (up to three months per year, depending on region).
- Paid leave: 10 days annual leave, 5 days summer holiday, 5 days winter holiday, additional paid birthday leave.
- Annual personal development budget (¥100,000) for upskilling.
- Japanese/English language learning programs in partnership with language schools.
- Both English and Japanese courses available.
- Komoju card program (¥5,000/month) for lunch, coffee, etc.
- Full social and labor insurance coverage.
- Commuting allowance provided.