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. 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 full remote work is possible from a location, including home, where information security is ensured, subject to exceptions for some positions.

Employment is full-time, while the eventual arrangement may be either regular employee or contract employee after consultation.

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.