Develop and operate mobile client SDKs for KARTE for App, supporting iOS, Android, Flutter, and React Native. Improve device compatibility, testing, CI/CD, and high-volume tracking.
About this role
The Customer Reliability Engineer works within PLAID’s customer engineering team to improve reliability across the company’s product ecosystem and support clients in resolving technical issues. The role goes beyond responding to individual inquiries by designing and building systems that help clients solve problems independently.
Responsibilities include designing proactive support experiences, expanding and improving knowledge resources such as support sites and developer portals, and automating and streamlining inquiry-handling processes. The role also investigates complex technical questions from clients and supports their resolution.
A major part of the position is improving support through AI. The engineer plans, develops, and improves support bots that use LLMs, as well as advanced document search engines. Inquiry data is analyzed to identify opportunities for AI-based improvements and to plan related initiatives. Prompt engineering and data analysis are identified as practical skills used in this work.
The engineer visualizes inquiry trends and customer issues using data and feeds these findings back to product development teams, contributing to product reliability and improvement. The product ecosystem includes KARTE, KARTE for App, the Datahub actionable CDP, and KARTE Craft, a PaaS for developers. External services such as AWS products are also part of the ecosystem.
The position crosses the boundary between development and business functions. In addition to investigating technical problems, the engineer considers product direction based on customer needs and improves business processes using data and customer experience. The posting describes potential future career directions including Software Engineer, Product Manager, and BizOps.
The listed workplace is PLAID’s head office in Ginza, Chuo-ku, Tokyo. The work style is hybrid, combining office attendance and remote work. Depending on company and team circumstances, a certain number of office days may be requested. The posting states that the business side currently generally attends the office three days per week.
This is an AI-generated summary of the employer's original posting — details can be incomplete, out of date or simply wrong. Always confirm everything on the official posting before applying.
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