You will be at the forefront of customer interaction and issue resolution for Treasure AI.
As a Customer Reliability Engineer (CRE), your primary focus is to deliver dependable solutions to our global clientele end-to-end — from intake to resolution — without handing off through tiers. You join a diverse team of professionals on the Customer Reliability function, with ample opportunity for growth both horizontally and vertically.
Customer Reliability is built on five interconnected pillars: Advanced Technical Support, Product Quality Guardian, Cross-Functional Hub, Operational Improvement, and Product Contribution. As an entry-level CRE, you focus primarily on the first pillar — building deep product expertise and resolving real customer and internal inquiries — while developing the foundation to grow into the other four pillars over time.
Responsibilities
Pillar ① Advanced Technical Support
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Receive and resolve customer and internal technical inquiries with guidance from senior team members, owning each case from intake to resolution.
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Develop deep understanding of product functionality, architecture, and common issue patterns across the Customer Data Platform.
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Investigate issues thoroughly before escalation; document findings with high-quality technical detail so escalations to Engineering are actionable when needed.
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Provide technical support to customers via Zendesk and Jira ticketing tools.
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Use SQL (Presto/Trino) to investigate data discrepancies and support issue resolution across multiple datasets.
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Use observability tooling (e.g., Splunk, Datadog) to monitor application and system behavior in real time.
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Collaborate with Customer Success, Engineering, Product, and Professional Services to resolve global customer issues.
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Participate in incident response under the guidance of senior engineers; help draft customer-facing communication.
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Continuously expand technical and product knowledge to grow toward Senior CRE.
Pillar ② Product Quality Guardian
- Contribute to internal and public knowledge base, documentation, and Q&A resources.
Pillar ③ Cross-Functional Hub
- Collaborate with global Customer Reliability teams (Japan, UK, US, Canada) to share knowledge and support follow-the-sun coverage.
Requirements
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Hands-on troubleshooting experience with cloud-based data infrastructure, including SQL, APIs, and data pipelines
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Strong written and verbal communication skills with both technical and non-technical audiences
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1–3 years of relevant experience
Nice to haves
While not specifically required, tell us if you have any of the following.
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Experience with scripting languages (Python, Ruby, Shell, etc.)
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Experience conducting research and analysis using AI
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Experience with REST APIs (Postman, cURL, etc.)
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Experience with observability tools (Splunk, Datadog, etc.)
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Experience with CDP platforms
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Familiarity with ticketing tools such as Jira or Zendesk
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Experience with SaaS and cloud technologies
