Customer Reliability Engineer

Customer Support Engineer 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: You will be at the forefront of customer interaction and issue resolution for Treasure AI. As a Customer Reliability Engineer (CRE), your primary focus is to deliver dependable solutions to our global clientele end-to-end — from intake to resolution — without handing off through tiers. You join a diverse team of professionals on the Customer Reliability function, with ample opportunity for growth both horizontally and vertically. Customer Reliability is built on five interconnected pillars: Advanced Technical Support, Product Quality Guardian, Cross-Functional Hub, Operational Improvement, and Product Contribution. As an entry-level CRE, you focus primarily on the first pillar — building deep product expertise and resolving real customer and internal inquiries — while developing the foundation to grow into the other four pillars over time. If you are a proactive problem-solver with strong technical skills, excellent communication, and a passion for providing exceptional customer service, we would love to hear from you. Responsibilities: Pillar ① Advanced Technical Support Receive and resolve customer and internal technical inquiries with guidance from senior team members, owning each case from intake to resolution. Develop deep understanding of product functionality, architecture, and common issue patterns across the Customer Data Platform. Investigate issues thoroughly before escalation; document findings with high-quality technical detail so escalations to Engineering are actionable when needed. Provide technical support to customers via Zendesk and Jira ticketing tools. Use SQL (Presto/Trino) to investigate data discrepancies and support issue resolution across multiple datasets. Use observability tooling (e.g., Splunk, Datadog) to monitor application and system behavior in real time. Collaborate with Customer Success, Engineering, Product, and Professional Services to resolve global customer issues. Participate in incident response under the guidance of senior engineers; help draft customer-facing communication. Continuously expand technical and product knowledge to grow toward Senior CRE. Pillar ② Product Quality Guardian Contribute to internal and public knowledge base, documentation, and Q&A resources. Begin to identify recurring patterns and suggest improvements to the team. Pillar ③ Cross-Functional Hub Collaborate with global Customer Reliability teams (Japan, UK, US, Canada) to share knowledge and support follow-the-sun coverage. Scope & Impact IDelivers dependable end-to-end technical support for Treasure AI's global customer base Builds foundational expertise across the Customer Data Platform Contributes to team knowledge through documentation and pattern recognition Develops toward senior-level impact by mastering core CRE pillar ① Job Requirements: Strong technical aptitude with the ability to troubleshoot complex software systems. 1–3 years of relevant experience in technical support, software engineering, or related technical roles. Excellent written and verbal communication skills, particularly in customer-facing contexts. Experience with or strong interest in SaaS products and cloud technologies. Working SQL skills for data analysis and troubleshooting. Collaborative mindset; willingness to seek and offer help. Ability to learn complex systems quickly. Customer empathy combined with engineering rigor. Preference Familiarity with at least one scripting language (Python, Ruby, or Shell). Familiarity with REST APIs (cURL, Postman). Familiarity with observability tools (Splunk, Datadog). Prior experience working with a Customer Data Platform (CDP) is a bonus. 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. Department Technical Support Engineering Locations Tokyo, Japan Remote status Hybrid About Treasure AI Treasure AI moves marketing and data teams beyond legacy martech SaaS toward autonomous, ROI-driven AI agents that operate continuously, while keeping the human in the loop. With built-in governance, Treasure AI is powered by an always-up-to-date understanding of each customer for AI to act on. The result is always-on marketing execution that compounds over time: smarter engagement, stronger retention, and measurable growth. Treasure AI’s agentic experience platform is available across web, mobile, and desktop — bringing your customer intelligence to every workflow, wherever your team works. Founded in 2011 Coworkers 560