Customer Reliability Engineer (CRE) – Technical Support and Defect Management

The Customer Reliability Engineer investigates technical inquiries escalated from Support. Daily work includes examining logs, data, and system information; forming hypotheses about causes; isolating technical issues; and reproducing and verifying problems under customer environments and usage conditions. The role communicates investigation results, workarounds, and response directions to Support.

The role manages defects by creating records, classifying issues, setting priorities, tracking status, and organizing customer impact, occurrence conditions, and current situations. It maintains technical knowledge about known defects, product constraints, and workarounds. During incidents or defects, the engineer assesses customer impact and coordinates information with Support. The position also analyzes inquiry and defect data to identify trends and issues, works to reduce similar inquiries and recurring incidents, and improves or automates the efficiency of technical investigations. Customer technical VoC is organized and fed back to Development and QA, with the broader goal of improving product quality and customer experience.

Applicants must have at least three years of practical experience related to B2B web services, SaaS, software, or IT infrastructure in one or more of technical or product support, system maintenance or operations, QA or quality assurance, software or web application development, or SRE or infrastructure. Required experience also includes understanding the structure and configuration of web services or software, investigating and isolating technical events, using logs, data, or system information to investigate causes, collaborating with relevant departments to resolve technical issues, explaining technical information clearly to other professions, and identifying issues from data and facts to drive improvements.

Preferred knowledge or experience includes defect management and prioritization, system outages or incident response, SQL-based data investigation and analysis, reading code to understand processing and system behavior, using scripting languages to improve investigations or work efficiency, Web API and HTTP technologies, communications networks, cloud and infrastructure, security, RCA, postmortems, recurrence-prevention activities, and voice or communications technologies such as VoIP, SIP, PBX, and CTI. The posting also emphasizes teamwork, logical thinking, alignment with the company mission and vision, and a willingness to develop professionally.

The product context is a SaaS/AI service using voice technology, AI, and cloud technologies. The CRE works between Support and related functions including Development, QA, SRE, and maintenance and operations. The work location is Marunouchi, Chiyoda-ku, Tokyo, and the posting states that full remote work is possible from a location, including home, where information security is ensured, subject to exceptions for some positions. Working hours use a flextime system without core hours.

The listed annual salary range is 4.5 million to 9 million JPY, with the final conditions determined according to experience and ability. The posting states that 45 hours of overtime allowance is included regardless of whether overtime is worked, with additional premium payment for work beyond 45 hours. An example gives annual compensation of 6 million JPY divided into 12 payments, or 500,000 JPY per month, consisting of 363,000 JPY base salary and 137,000 JPY overtime allowance. Employment is listed as full-time, while the posting also states that the eventual arrangement may be either regular employee or contract employee after consultation. The probationary period is six months, with the same salary and treatment after probation.

Holidays include a two-day weekly schedule, public holidays, paid annual leave, year-end and New Year leave, two to three days of summer leave, six days of family leave subject to conditions, one birthday leave day during the birthday month, ceremonial leave, and other statutory leave. Benefits include a company-provided Mac or Windows PC, transportation expenses, a company-leased housing program, social insurance, book-purchase assistance, multilingual learning or lesson assistance, babysitter-cost assistance, seminar and study-session assistance, certification-cost assistance, and approved side work. The selection process is document screening followed by one to three interviews; business roles may include a reference check before the final interview, and engineering roles may include a coding test.