Technical Engineer, Second Line Support, BSS Operations [FrontEnd & Related Applications] - BSS Ops Department (BSOPD)

Job Description: Business Overview The Technology Platforms Division (TPD) drives the growth of Rakuten's ecosystem by delivering innovative, high-quality technology platforms characterized by integrated control and strategic partnerships and responsible for building and operating the infrastructure and ecosystem platforms which power the Rakuten Group. Department Overview Our department, BSS Ops Department (BSOPD) provides operational service for BSS applications both B2B & B2C and also responsible for maintenance of IT infra (on-premise and cloud environment) for BSS platform. Position: Why We Hire We are looking for Entrepreneurial, Innovative, Growth-Oriented, and Customer-obsessed individuals to join our growing team to build the Telco of the Future. We are a truly global organization, with team members from Japan, India, North America, South America, Europe, China, Korea, Australia, Africa, and more, shifting to a fast-paced, agile way of working. Position Details - Provide expert day-to-day technical support and engineering solutions for critical front-end BSS applications (e.g., eCare, POS, Mobile App, CRM, Account Management, Order Capture). - Diagnose, troubleshoot, and resolve complex issues affecting user interfaces (UI) and application performance, prioritizing incidents based on user impact and business criticality. - Analyze application logs, user-reported issues, and system traces to identify root causes of front-end failures and degraded user experience. - Implement immediate workarounds or data corrections within the front-end context to restore functionality and ensure a seamless user experience. - Prepare detailed analyses and documentation for escalation to development teams, product owners, or relevant vendors when issues cannot be resolved directly. - Lead investigations into end-to-end user journey issues within the specified BSS modules. - Participate in an on-call rotation for critical production incidents, particularly those impacting customer-facing portals and agent tools. - Proactively monitor applications to identify and address potential usability or performance issues before they impact end-users or business operations. - Ensure the stability and responsiveness of user interfaces and their integration points. - Produce post-mortem reports and Root Cause Analyses (RCAs) for significant user-impacting incidents. - Analyze recurring front-end issues to identify systemic problems and contribute to long-term solutions and preventative measures, including UI/UX improvements or architectural feedback. - Provide critical feedback on application performance, stability, and user experience directly to development and product teams. - Collaborate effectively with various internal teams (e.g., product, UX/UI, development, IT) and external vendors to resolve operational challenges and continuously improve the user experience across BSS modules. - Contribute to and maintain a comprehensive knowledge base with solutions, technical information, and operational procedures for L1 support teams. - Support the mentoring and training of junior team members. - Plan and participate in maintenance activities, including application upgrades, patch deployments, and the activation of new front-end features. - Identify alerts/processes that can be automated and then work with Engineering team in automating them. Mandatory Qualifications: 1) Technical Expertise - Domain Knowledge: Strong understanding of the telecom BSS front-end landscape, with specialized focus on eCare portals, CRM systems, Product catalog, Account Management , Portal Gateway and Order Capture workflows. - Web Technologies: Proficient in front-end web technologies (e.g., HTML, CSS, JavaScript frameworks like React, Angular, Vue.js) for diagnosing and understanding application behavior. - APIs: Experience with RESTful APIs for understanding how front-end applications interact with back-end services. - Debugging the production issues using Java/Spring boot. - Ticketing Tool experience like Service Desk, Service Now. - Database Interaction (Basic): Ability to perform basic SQL queries for data validation and understanding data presented in the front-end. - Operating Systems (Basic): Familiarity with Linux/Unix for basic log analysis and shell scripting related to application environments. - BSS Platforms: Knowledge of common BSS front-end solutions and their integration patterns (e.g., Amdocs, Netcracker, Ericsson, or custom-built portals). - Monitoring Tools: Experience with front-end performance monitoring tools (e.g., Dynatrace, New Relic, Splunk, Kibana, Grafana) to analyze user experience metrics. 2) Professional Competencies - Problem-Solving: Exceptional analytical and troubleshooting capabilities to resolve complex, time-sensitive issues efficiently. - Communication: Excellent verbal and written communication skills to articulate technical issues to both technical teams and non-technical stakeholders (e.g., business users, L1 support). - Adaptability: The ability to quickly learn and adapt to new front-end technologies, frameworks, and evolving business processes within a dynamic environment. - Customer Focus: A strong commitment to ensuring a positive and efficient user experience for both customers and internal agents. 3) Experience & Education - Bachelor's degree in Computer Science, Information Technology, or a related technical field. - Typically, 4-7 years of experience in an L2 or equivalent technical support role, ideally within the telecommunications sector. - Proven experience with ITSM methodologies and ticketing tools such as ServiceNow or Jira. Desired Qualifications: - Proactive approach to problem-solving. - Strong organizational skills & Experience with budget management. - Knowledge of industry standards and compliance requirements. - Ability to work independently and as part of a team. - Commitment to continuous learning and professional development. Other Information: Additional information on Location Rakuten Crimson House (Head office) #engineer #developmentsupport #technologyplatformdiv Languages: English (Overall - 4 - Fluent), Japanese (Overall - 4 - Fluent) In Japanese, Rakuten stands for ‘optimism.’ It means we believe in the future. It’s an understanding that, with the right mind-set, we can make the future better by what we do today. So we challenge ourselves to evolve, innovate and experiment, to create a better, brighter future for everyone. Today, our 70+ businesses span e-commerce, digital content, communications and fintech, bringing the joy of discovery to almost 1.3 billion members across the world. If you have any trouble logging in, please contact us here Rakuten Group, Inc.: rakuten-recruiting-info@mail.rakuten.com Please read the Application Requirements(EN) / 募集要項(JP) before applying. Our Diversity & Inclusion Policy and Application Documents Rakuten’s corporate mission is to “contribute to society by creating value through innovation and entrepreneurship.” We foster a culture that provides equal opportunities to those who share this founding philosophy and take on the challenge to transform society, regardless of age, gender, nationality, or any other status. Diversity is one of Rakuten's core strategies and a driving force for innovation. Because of this, you are not required to submit any of the following information in order to apply for our job positions. - Gender - Age - Photo - Nationality - Information not related to business, such as ideological beliefs, family structure, etc. * For legal compliance, we may ask you about your work eligibility. See the details