Customer Reliability Engineer / LINE

Platform

Position Outline

As a Customer Reliability Engineer, you will hold domain knowledge and be

responsible for improvements and resolution of the technical problems that

concern the users of the Messaging Platform and the Developer Platform.

Job Details

Holding deep domain knowledge and strong technical skills, you will be

responsible for solving issues for internal and internal users of the

Messaging Platform and the Developer Product Platform. You may also

have to build some of the tools to support your work.

As the link between the CS (Customer Support) team and the development

team, you will also be in charge of managing the platforms SLA and

monitoring the indicators (SLI) defining the platform quality.

Mission/Goals

• You will first be working with the development team and by understanding

deeply each platform's domain, gradually handle inquiries and oversee overall

operations.

• A whole CRE team will be built around you and as a seed member, you will

provide guidance and support the growth of new members.

• Your role is to optimize for the satisfaction of our users and clients, and to

provide this high quality service, you will also have to organize accessible

documentation and deal with urgent inquiries.

Responsibilities

• Technical support of regular CS related operations

o Investigation and troubleshooting

o Extraction of data for Disclosure Requests

• Development of data disclosure tools

o Support for authentication, security, and auditing

o Including tools meant to be use in the Secure Room

• Periodic report of common CS issues and trends to the development team, in

the form of measurable KPIs

• Management of platform SLO and SLA

• Additional development of internal CMS

Responsible Service

• LINE Developers Product

o LINE Messaging Platform

o LINE Developers Product Platform

Ideal Candidate

• People who can view Platform Engineering from a customer perspective and

are interested in creation of value and problem solving

• People who are data-focused and can be a link between technical and non-

technical departments in order to discover and solve technical issues

• As a person in charge of a product or a system

o having the attitude to face and solve technical and organizational

problems

o having the motivation to own new proposals and drive their

implementation in both technical and non-technical environments

Required Experience/Skills

• Experience in development of a product using frameworks like SpringBoot, and

understanding programming done in JVM languages or C/C++ (over 1-2 years)

• Understanding and experience in using SQL

• Knowledge of the basics of encryption

• Ability to communicate in written Japanese using tools like Confluence or Slack

Preferred Experience/Skills

• Experience in development or operation of a BtoC platform

• Experience in platform engineering or even CRE itself

• Ability to communicate in Japanese or in Korean with Product Manager, QA

(Quality Assurance) or non-technical people in general, inside and outside the

company

• Experience with tooling and APIs related to Confluence, Jira, Tableau, Box,

PagerDuty

• Experience querying big data using interfaces likes Hive or Spark

• Having done support on-call

• Understanding of privacy laws and regulations

Lead Test Engineer/Test Engineer - Travel Development

Department (TDD) Job Description: Business Overview Rakuten is one of the leading e-commerce companies in the world. Our mission is to empower people

and society through the internet while aiming at becoming the Global Innovation Company. Department Overview This QA team is responsible of the Quality Assurance of Rakuten Travel services. You can be

involved in leading Online Travel Agent services and develop your skills in a global environment. Position: Why We Hire Rakuten Travel provides services to millions of users and is expanding rapidly, but we don’t believe in

growth without quality. Therefore, we are looking for a very talented and enthusiastic Test Engineer, capable of building up our team so we can assure the reliability and scalability of our services.

Position Details - Monitor and report on Quality metrics, deep dive and identify trends/root causes - Work closely with the Product Managers and Development Team to define and refine system test

specifications - Maintain high performance culture and improve process for bottom performers through standardized

processes and QA efforts - Review and assign tasks to team members (including Outsource management) - Multi-project management (including Onsite/Offsite management) - Test plan / design / implementation - Test perform (including collaboration with Outsource) - Prepare daily & weekly reports Work Environment Our QA team, formed by 5 to 10 members, has a global working environment were both English and

Japanese are used. The QA knowledge of the team is constantly improved through Overseas Conferences and weekly certification study sessions like ISTQB, and we maintain a healthy work-life balance (average overtime of 20-30 hours monthly, depending of the team). Also, we conduct regular 1on1 meetings to create a safe, comfortable working environment.

Mandatory Qualifications: - Over 5 years of experience in Application test design / implementation - Knowledge equivalent to the ISTQB Foundation Level - Experience of the project management Desired Qualifications: - Application development experience - Internet Service Industry knowledge and experience - API/UI Automation, Development, Non-functional test experience - OTA/e-Commerce domain knowledge - Service-Oriented Soft Skills - Proactively involves others in order to solve problems or improve the situation. - Having inquiring mind for various issues/items. - Having passion to learn continuously in a fast-moving environment. - Must be able to communicate effectively with various stakeholders, as well as other QA team

members. - Willing to tackle new challenges and drive improvements, NOT satisfied with the status quo and

routine work. - A good team-worker who promotes team-working culture within and outside of the team. Other Information: Additional information on Location - Tokyo Head Office (Setagaya-ku) 　 Additional information on Secondment - In principle, there is no temporary transfer. 　 Additional information on Transfer - In principle, there is no transfer. 　 Additional information on English Qualification - Business Level Languages: English (Overall - 2 - Intermediate)