Customer Reliability Engineer

Yappli provides a mobile app platform, "Yappli", and its product has grown large and complex. Technical questions from customers have been handled in rotation by developers; the Customer Reliability Engineer is a dedicated post that takes over technical enquiries so development teams can focus on growth work and customers get expert support.

The engineer is more than a first-line responder: using server-side knowledge, the engineer investigates at code level, finds causes and solves problems on technical questions about the CMS and native apps, works with and escalates to the server-side and app development teams, and proposes and carries out improvements to support work, with AI use in view. The stack includes Go, PHP, JavaScript and TypeScript, Nuxt, Vue and Laravel, MySQL, Redis, BigQuery, AWS, GCP, Datadog and Sentry, and generative AI development tools are widely used.

Applicants need experience handling enquiries on, or developing and operating, a large or complex web application, experience with relational databases such as PostgreSQL or MySQL, the ability to read Go or PHP code and understand its processing, and server-side development experience in Go or PHP. Team leadership, mentoring, process improvement and AI-based efficiency work are preferred.