Customer Reliability Engineer

【JOB RESPONSIBILITIES】

Cooperate with the development team and user support and commit to the following realizations with engineering as a weapon in order to continuously provide value to customers. 

• Improving customer satisfaction 

• Improving the quality and operational efficiency of support

• Reducing the hurdles of customer service introduction What kind of work should be done 

• Designing, measuring and improving customer satisfaction indicators 

• Maintaining and developing systems aimed at improving customer satisfaction and reducing support costs Example) Visualization of user behavior logs, improvement of support tools, etc. 

• Technical support for customer service introduction 

• Technical support for problems and inquiries that occur in the customer environment

【REQUIREMENTS】

Mandatory:

• 3 years or more experience in web system development, or equivalent experience 

• Basic knowledge of Windows OS * Ability to configure and use browser and OS proxy settings, Windows firewall, event viewer, etc. 

• Basic knowledge of networking * Ability to explain proxy and DNS mechanisms, each layer of the OSI reference model, etc. 

• Log investigation experience based on access logs and application logs 

• Experience in selecting and implementing some technology, and operation and maintenance after introduction Language proficiency equivalent to N1 of the proficiency test.

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Desirable:

• Experience in system development using Ruby and TypeScript 

• Experience in designing and developing APIs conforming to RESTful APIs 

• Experience in designing and building infrastructure using cloud infrastructure such as AWS and GCP 

• Experience in designing and operating firewalls, UTM, etc. 

• Experience in designing and operating antivirus software and terminal management software 

• Experience in using monitoring tools such as Datadog, New Relic, Sentry Experience in collecting and visualizing data 

• Project management experience