Senior Customer Support Engineer at Treasure AI

Minato, , Japan -

Full Time

Start Date

Immediate

Expiry Date

09 Sep, 26

Salary

0.0

Posted On

11 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

SQL, API Troubleshooting, Data Pipelines, Cloud Systems, Distributed Systems, RESTful APIs, Splunk, Datadog, Python, Ruby, Shell Scripting, Prompt Engineering, Root Cause Analysis, Technical Support, Customer Reliability Engineering, Mentoring

Industry

Description

Treasure AI: トレジャーAIの社員は情熱的で、データドリブン、そして顧客第一主義です。私たちは、自ら行動を起こし、ニーズを先読みし、主体的に問題解決に取り組むドライバーの集まりです。私たちの行動は、誠実さ、信頼性、オープンさ、そして謙虚さという価値観を体現しています。 Your Role: The Senior Customer Reliability Engineer is responsible for owning complex customer and internal technical inquiries end-to-end, ensuring timely resolution while maintaining a high standard of technical accuracy and communication. This role operates at the intersection of customers, Engineering, and Product, and requires both deep technical expertise and the ability to translate complex system behavior into clear, actionable guidance. Beyond resolving escalations, the Senior CRE proactively detects patterns across cases, drives root cause analysis, and partners with Engineering and Product to influence improvements. The role contributes to multiple CRE pillars: Advanced Technical Support (independent mastery of complex cases), Product Quality Guardian (incident detection, communication review), Cross-Functional Hub (escalation point for internal teams), Operational Improvement (10–20% Productivity Engineer track), and early Product Contribution (small fixes, feature feedback). Responsibilities: Pillar ① Advanced Technical Support Independently resolve complex technical inquiries across all product areas, taking the lead on more complex issues and difficult customer situations. Own and resolve complex technical support cases and escalations across data pipelines, workflows, and integrations. Perform deep-dive investigations using SQL (Presto/Trino), logs, APIs, and internal tools to identify root causes. Rapidly catch up on new products and newly emerging issues to ensure timely response. Use observability tooling (e.g., Splunk, Datadog) to monitor application and system behavior in real time. Collaborate with global Customer Reliability teams (Japan, UK, US, Canada) for follow-the-sun coverage. Pillar ② Product Quality Guardian Detect anomalies from inquiry patterns and initiate incident escalation with detailed technical analysis. Participate actively in incident response, coordinating customer communications and cross-team impact assessment. Review and refine customer-facing communications during incidents. Create and maintain internal and external documentation, including knowledge base articles and runbooks. Pillar ③ Cross-Functional Hub Serve as an escalation point for internal inquiries from Sales, Customer Success, GTM, and other customer-facing teams. Mentor CREs at the same or lower tier; conduct case reviews and provide technical guidance. Pillar ④ Operational Improvement Contribute to operational improvement projects (Productivity Engineer track: 10–20%), including AI-driven support workflows, prompt engineering, and KB optimization for AI retrieval. Participate in incident response and provide post-mortem analysis when required. Scope & Impact Independently owns complex technical escalations and inquiries end-to-end Proactively detects patterns and drives root cause analysis to prevent recurrence Partners with Engineering and Product to influence product improvements Contributes to team capability through mentoring and documentation Begins contributing to operational improvement through the Productivity Engineer track (10–20%) Job Requirements: 2–5 years of relevant experience with demonstrated expertise in complex technical problem-solving in customer-facing engineering or technical support roles. Strong proficiency in SQL (e.g., Presto/Trino) for debugging and data analysis. Experience troubleshooting APIs, data pipelines, and cloud-based systems. Ability to independently investigate and resolve ambiguous or complex technical issues. Excellent written and verbal communication skills for both technical and non-technical audiences. Demonstrated ability to manage multiple priorities and handle high-impact escalations. Strong understanding of distributed systems, data platforms, or customer data platforms (CDPs). Experience collaborating cross-functionally with Engineering, Product, and customer-facing teams. Proven ability to mentor or support the growth of junior team members. Strong understanding of RESTful APIs, including usage through Postman or cURL. Experience with observability and monitoring tools (Splunk, Datadog). Experience with at least one scripting language (Python, Ruby, or Shell). Preference Previous experience in a CDP is a bonus. Experience using AI-powered log analysis and data analytics tools, including prompt engineering and context design. Familiarity with ticketing tools (Jira, Zendesk). Physical Requirements: 3days office in a week Travel Requirements: No regular travel required; occasional travel for team offsites or major customer engagements. Our Dedication to You: We value and promote diversity, equity, inclusion, and belonging in all aspects of our business and at all levels. Success comes from acknowledging, welcoming, and incorporating diverse perspectives. Diverse representation alone is not the desired outcome. We also strive to create an inclusive culture that encourages growth, ownership of your role, and achieving innovation in new and unique ways. Your voice will be heard, and we will help amplify it. Agencies and Recruiters: We cannot consider your candidate(s) without a contract in place. Any resumes received without having an active agreement will be considered gratis referrals to us. Thank you for your understanding and cooperation! This description captures the core of the role today. As we adopt AI and new ways of working, responsibilities may evolve, and we encourage team members to take initiative, lean into change, and help expand the impact of their role beyond what’s listed here.

Responsibilities

The role involves owning complex technical inquiries end-to-end and performing deep-dive investigations to resolve escalations across data pipelines and integrations. Additionally, the engineer proactively detects patterns to drive root cause analysis and partners with Product and Engineering teams to improve product quality.