The Customer Engineering team at KOMOJU is quite unique - it’s not about promoting our product or managing customer complaints. We do any engineering work that helps us better serve our customers. This involves debugging, contributing to code development, creating an internal knowledge base, writing customer communications, collecting feedback on procedures, and updating internal systems.
The primary responsibility of the Full-stack Customer Engineer is to promptly resolve customer-reported issues in collaboration with the Customer Success team. As part of your regular duties, you will monitor our internal systems and promptly respond to any requests for technical assistance. In response to the request, you will engage in comprehensive engineering activities such as analysing logs, replicating customer-reported issues, debugging, implementing solutions, modifying our codebase, and enhancing our offerings.
The ideal candidates for us are those who excel in a dynamic environment and are consistently seeking ways to enhance the customer experience. We are seeking an individual who is self-motivated and versatile, with a passion for problem-solving and technical research, a willingness to engage in engineering tasks to solve problems directly, and a talent for making quick, well-informed decisions under pressure.
Responsibilities
- Respond quickly to technical inquiries from customers received through our customer-facing teams, particularly the Customer Success team.
- Investigate the mechanism and cause of customer-reported issues.
- Develop solutions and workarounds for the technical challenges that customers are facing.
- Collaborate with engineering teams to tackle the most complex issues.
- Contribute to our codebase to instantly enhance our offerings.
- Empower our customer-facing teams by providing them with product-related knowledge and insights on commonly reported issues.
- Represent our customers and partners by advocating the voice of customers and sponsoring feature requests
- Oversee incident processes and coordinate incident response
- Be open to communicate with our customers directly
Requirements
- Strong passion to serve customers
- Passion for solving real-world problems through technology and creativity.
- Clear, logical thinking combined with empathetic understanding of customer sentiment, and detailed and unbiased observations.
- Extensive experience in any programming language and systematic debugging.
- Concrete understanding of HTTP, WWW, REST, SQL, logging, tracing, and observability.
- Japanese proficiency at the N2 level
Nice to haves
While not specifically required, tell us if you have any of the following.
- Professional experience in payment processing systems
- Professional or hobby experience with applications that accept payments
- Professional or hobby experience with:
- Ruby and Ruby on Rails
- Datadog
- Shopify
- PHP
- TypeScript
- Amazon Web Services
- Docker
- Professional or hobby experience in debugging complex software and proposing code changes
- Professional, hobby, or academic experience with experimental research.
- Interest in foreign languages and cultural exchange, with a desire to engage in continuous learning.
Compensation
6 to 9 million JPY annually.
Includes (rough estimate of) profit share. Based on experience and skill level.
