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Software Engineer, Backend (Ops foundation) - Mercari

Salary not provided

GoReactTypeScriptAWS
Japanese: Intermediate

Minimum year of experience: 5

Mercari

Software Engineer, Backend (Ops foundation)

Employment Status: Full-time
Work Hours: Full Flextime (no core time)
Office: Roppongi

About the Role

Be part of a team dedicated to building systems that leverage AI to resolve customer inquiries quickly and efficiently, and optimize customer service (CS) operations through technology. This position offers the opportunity to develop large-scale AI systems with real business impact, using data from tens of millions of users and complex customer inquiry data.

Organization/Team Mission

  • Passion For The Product
  • Grow Together
  • Solve Through Mechanisms
  • Collaborate Openly

We strive to solve CS challenges through technology, maximize the value of CS operations and products, and realize the vision of resolving customer issues worldwide in five minutes.

Work Responsibilities

  • Develop an AI Knowledge Platform:
    • Structure and centralize CS knowledge to be effectively utilized by AI.
  • Automate and Optimize Inquiry Responses:
    • Understand CS workflows and implement systems for AI agents to reliably handle inquiries autonomously.
  • Stakeholder Collaboration:
    • Work cross-functionally to translate business requirements into technical solutions, devise and drive technical strategies.

Unique Challenges

  • Opportunity to create large-scale AI systems addressing real-world problems using extensive and diverse data.
  • Tackle ambiguous requirements, starting from “what should we build?” and maximizing business impact through technology.

Qualifications

Required

  • Strong alignment with the mission and values.
  • 5+ years’ experience developing large-scale web applications; focus on scalable and maintainable systems.
  • Experience designing/developing scalable APIs with modern languages (e.g., Go).
  • Experience developing SPAs with complex state management (React, TypeScript, etc.).
  • Excellent communication skills with technical and non-technical stakeholders.
  • Experience with public clouds (Google Cloud, AWS) for development and operations.

Preferred

  • Experience developing/operating systems using LLMs through to production.
  • Understanding of CS operations and customer support workflows/KPIs.
  • Experience building or maintaining CS/call center products (CRM, FAQ, chatbot, etc.).

Language

  • Japanese: Independent (CEFR - B2)
  • English: Independent (CEFR - B2) Preferred

Selection Process

  • Application screening
  • Skill assessment (HackerRank or GitHub for engineers)
  • Interviews (multiple, depending on the position)
  • Online reference check
  • Offer

Equal Opportunity

We are committed to a hiring process free from discrimination based on age, gender, sexual orientation, race, religion, physical disability, and other attributes, in support of an inclusive and diverse environment.

AI Solution Engineer (Japanese JD follows)

雇用形態： 正社員
働き方： フレックスタイム制（コアタイムなし・フレキシブルタイムなし）
勤務地： 六本木

メルカリグループについて

あらゆる価値を循環させ、あらゆる人の可能性を広げる。テクノロジーを通じて人々をつなぎ、誰もが自分の可能性を発揮できる社会を実現します。

組織・チームのミッション

  • Passion For The Product
  • Grow Together
  • Solve Through Mechanisms
  • Collaborate Openly

Customer Service Engineeringは、お客様からのお問い合わせを迅速に解決する仕組みを技術で支え、「世界中のお客さまのお困りごとを5分で解決する」ことを目指しています。

業務内容

  • AIナレッジ基盤の開発: 膨大なCSナレッジを整理・構造化し、AIが活用できる基盤を構築。
  • お問い合わせ対応プロセスの自動化・最適化: 現場の課題解決とAIエージェントによる自律的な対応システムの構築。
  • ステークホルダー連携: ビジネス要求を技術仕様に変換し、システム開発・運用・技術戦略策定。

ユニークなチャレンジ

  • 数千万人規模のデータと複雑な問い合わせデータを使い、大規模なAIシステム開発に挑戦。

応募要件

求める経験・スキル

  • メルカリグループのミッション・バリューへの共感
  • 大規模Webアプリ開発経験5年以上（スケーラビリティと保守性考慮）
  • Go などモダン言語によるAPI設計・開発経験
  • React, TypeScript等を用いたSPA開発経験
  • 優れたコミュニケーション力
  • Google Cloud, AWS利用開発・運用経験

歓迎する経験・スキル

  • LLM活用システム本番導入経験
  • CS業務理解とKPI知識
  • CS/コールセンター関連プロダクト開発・運用保守経験

語学力

  • 日本語: CEFR - B2 （必須）
  • 英語: CEFR - B2（任意）

選考の流れ

  • 書類選考
  • 技術課題（エンジニア: HackerRankまたはGitHub）
  • 面接（複数回）
  • オンラインリファレンス
  • オファー

選考における機会の平等

年齢、性別、性的指向、人種、宗教、身体能力などに基づいた差別のない採用活動を推進。

*Note: All company branding, external links to company culture/mission, and application form information have been removed except for references essential for understanding the role or requirements.*
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