Job Description: Customer Reliability Engineer / Messaging Platform

Location: Tokyo
Employment Type: Permanent Employee

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Job Summary

As a Customer Reliability Engineer, you will be responsible for investigating and resolving technical problems concerning users of the Messaging Platform. You will utilize in-depth domain knowledge and technical expertise to solve issues for both internal and external users.

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Mission & Goals

• Join the existing Customer Reliability Engineering (CRE) team and acquire domain knowledge.
• Handle sensitive user information and prepare onboarding documents for new team members.
• Mentor new members.
• Promote the “DevOps separation” principle – enabling developers to avoid accessing private information.
• Optimize for user and client satisfaction by providing high-quality support and maintaining accessible documentation.

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Responsibilities

• Provide technical support for Customer Support (CS) operations.
• Investigate and troubleshoot messaging platform issues.
• Extract data in response to Disclosure Requests.
• Support internal users (QA, Development, Planning) on platform-related matters.
• Perform quality assurance on data disclosure tools.
• Generate periodic reports on common CS issues and trends (measured with KPIs) for the development team.
• Automate regular tasks when possible (no application development required).
• No operations on production servers; a separate team manages production.
• Note: Role scope may change at the company’s discretion.

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Ideal Candidate

• Understands platform engineering from a user perspective and values problem-solving and value creation.
• Is data-focused and can bridge technical and non-technical teams to resolve challenges.

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Required Skills & Experience

• 1–2+ years’ experience in development using frameworks such as SpringBoot, with proficiency in JVM languages or C/C++.
• Working knowledge of SQL.
• Basic knowledge of encryption.
• Experience owning a product or system, showing initiative in solving technical and organizational problems.
• Ability to propose and implement new ideas in technical and non-technical environments.
• Business-level English.
• Japanese proficiency (N2–N3 level; sufficient for text-based communication via tools like Confluence/Slack).

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Preferred Skills & Experience

• Experience developing or operating B2C platforms.
• Platform engineering or CRE experience.
• Ability to communicate in Japanese/Korean with developers, PMs, QAs, and non-technical staff via text. Experience exchanging technical documents.
• Proficiency with Confluence/JIRA, Tableau, Box, PagerDuty, and APIs.
• Experience querying big data via Hive or Spark.
• On-call support experience.
• Understanding of privacy laws and regulations.

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Compensation

• Annual Salary: JPY 6,000,000 –10,000,000
• Monthly Salary: JPY 400,000 – 667,000
  • Base Salary: JPY 309,000 – 518,000
  • Fixed Overtime Allowance (35 hours): JPY 90,000 – 150,000
  • Overtime above 35 hours paid separately.
• Bonuses: Up to two per year, based on individual and company performance.

Allowances

• Overtime allowance
• Commuting allowance (up to JPY 150,000/month, based on office attendance)
• Remote work environment allowance (JPY 11,000/month)

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Employment Terms

• Type: Permanent (3-month trial period)
• Location: Kioicho Office, Chiyoda-ku, Tokyo
  • Must be able to reach the office within one hour for secure room operations.
  • Office is wheelchair accessible.
  • No smoking indoors (smoking rooms available).

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Work Hours

• Flextime: Standard is 7 hours 45 minutes per day (no core hours). Standard hours: 9:30 a.m. – 6:15 p.m.
• Shortened hours available for childcare/caregiving.
• Some departments may use fixed hours or shift schedules.

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Holidays & Leave

• Two days off per week (Sat/Sun), national holidays, New Year’s holiday (Dec 29-Jan 4)
• Paid leave, special paid leave (compassionate/maternity/childcare/sick/nursing care/communicable disease), Happy Friday, and sabbatical leave.

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Benefits

• Insurance: Health, nursing care, pension, employment, workers’ compensation
• Defined Contribution Pension Plan (optional)
• Group term and long-term disability insurance
• Employee savings and stock investment programs
• Subsidy for medical re-examination
• In-house massage room
• Club activities and employee social event subsidies
• And more

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Talent Development & Support

• Employee training
• Language courses
• Management training
• Job challenge programs
• Sabbatical leave
• Doctoral studies support

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Selection Process

1. Application
2. Coding test/Assignment
3. Interviews / Background check
4. Offer

• Document screening results will be sent within two weeks.
• Multiple interviews, technical/aptitude tests, and reference/compliance checks may be required.
• Final results typically within 4–6 weeks from application.

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Related Roles

• Backend Engineer
• DevOps Engineer
• Database Engineer
• Cloud Platform Engineer
• Security Engineer

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