{"id":998257,"url":"https://alion.io/job/treasure-ai-customer-reliability-engineer","title":"Customer Reliability Engineer","company":{"id":180505,"name":"Treasure Data","domain":"treasure.ai","url":"https://alion.io/company/treasure-data","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Schema","truth_index":null},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":"junior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Tokyo, Japan"],"countries":["JP"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":23000,"max_usd":56000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":5845},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Python","optional":false},{"name":"Ruby","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-09-17T08:29:45Z","employer_posted_date":null,"last_verified_at":"2026-09-17T08:29:45Z","board_verified":false,"closed_at":null,"days_open":53,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":53},"description":"Treasure AI:\nThe Treasure AI team is passionate, data-driven, and customer-focused. We are a team of self-starters who take initiative, anticipate needs, and proactively solve problems. Our actions are guided by our core values of integrity, reliability, openness, and humility.\nトレジャーAIの社員は情熱的で、データドリブン、そして顧客第一主義です。私たちは、自ら行動を起こし、ニーズを先読みし、主体的に問題解決に取り組むドライバーの集まりです。私たちの行動は、誠実さ、信頼性、オープンさ、そして謙虚さという価値観を体現しています。\nYour Role:\nYou will be at the forefront of customer interaction and issue resolution for Treasure AI.\nAs 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.\nCustomer 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.\nIf you are a proactive problem-solver with strong technical skills, excellent communication, and a passion for providing exceptional customer service, we would love to hear from you.\nCustomer Reliability Engineer（CRE）は、Treasure AI のグローバル顧客との接点・課題解決の最前線に立ち、Tier の受け渡しを行わずに問い合わせを受付から解決までエンドツーエンドで担当します。\nCustomer Reliability 機能の一員として、横方向にも縦方向にも成長機会のある多様なプロフェッショナルチームに加わ理、Customer Reliability は 5 つの相互連結した柱（高度なテクニカルサポート / プロダクト品質の番人 / 社内横断ハブ / 運用改善 / プロダクトへの貢献）の上に成り立つ。エントリーレベルの CRE は主に第 1 の柱（高度なテクニカルサポート）に注力し、深いプロダクト専門性を構築しつつ、将来的に他の柱へ広げていく土台を作ります。\n強い技術力、優れたコミュニケーション、卓越した顧客サービスへの情熱を持つ自走的な問題解決者からの応募を歓迎します。\nResponsibilities:\nPillar ① Advanced Technical Support\nReceive and resolve customer and internal technical inquiries with guidance from senior team members, owning each case from intake to resolution.\nDevelop deep understanding of product functionality, architecture, and common issue patterns across the Customer Data Platform.\nInvestigate issues thoroughly before escalation; document findings with high-quality technical detail so escalations to Engineering are actionable when needed.\nProvide technical support to customers via Zendesk and Jira ticketing tools.\nUse SQL (Presto/Trino) to investigate data discrepancies and support issue resolution across multiple datasets.\nUse observability tooling (e.g., Splunk, Datadog) to monitor application and system behavior in real time.\nCollaborate with Customer Success, Engineering, Product, and Professional Services to resolve global customer issues.\nParticipate in incident response under the guidance of senior engineers; help draft customer-facing communication.\nContinuously expand technical and product knowledge to grow toward Senior CRE.\nシニアメンバーのガイダンスのもと、顧客および社内の技術問い合わせを受付・解決し、各ケースをエンドツーエンドでオーナーシップを持って対応する。\nCustomer Data Platform のプロダクト機能、アーキテクチャ、典型的な問題パターンに関する深い理解を構築する。\nエスカレーション前に問題を徹底調査し、Engineering 連携時に実用的なエスカレーションができるよう高品質な技術詳細を文書化する。\nZendesk および Jira を用いて顧客への技術サポートを提供する。\nSQL（Presto/Trino）を用いてデータの不整合を調査し、複数データセットに跨る問題解決を支援する。\nSplunk、Datadog 等の可観測性ツールを用いてアプリケーションとシステムの挙動をリアルタイムにモニタリングする。\nCustomer Success、Engineering、Product、Professional Services と連携してグローバル顧客課題を解決する。\nシニアエンジニアの指導のもとインシデント対応に参加し、顧客向けコミュニケーションのドラフトを支援する。\nSenior CRE への成長に向けて技術およびプロダクト知識を継続的に拡大する。\nPillar ② Product Quality Guardian\nContribute to internal and public knowledge base, documentation, and Q&A resources.\nBegin to identify recurring patterns and suggest improvements to the team.\n社内・公開ナレッジベース、ドキュメンテーション、Q&A への貢献。\n繰り返しパターンの特定と改善提案をチームに開始する。\nPillar ③ Cross-Functional Hub\nCollaborate with global Customer Reliability teams (Japan, UK, US, Canada) to share knowledge and support follow-the-sun coverage.\nJapan / UK / US / Canada のグローバル Customer Reliability チームと連携し、Follow-the-sun 体制をサポートする\nScope & Impact\nIDelivers dependable end-to-end technical support for Treasure AI's global customer base\nBuilds foundational expertise across the Customer Data Platform\nContributes to team knowledge through documentation and pattern recognition\nDevelops toward senior-level impact by mastering core CRE pillar ①\nTreasure AI のグローバル顧客基盤に対して、エンドツーエンドの信頼できるテクニカルサポートを提供\nCustomer Data Platform 全体にわたる基礎的な専門性を構築\nドキュメンテーションとパターン認識を通じてチームのナレッジに貢献\nコア CRE 柱①の習得を通じてシニアレベルのインパクトへ成長 \nKey Comptence\nProblem-solving ability to avoid taking existing information at face value - reproducing and verifying findings independently, holding multiple hypotheses, and deriving improvements from root causes\nA mindset of confronting technical ambiguity head-on, using available guidance as a starting point while driving toward answers under one's own initiative\nCustomer empathy grounded in engineering rigor\nLearning agility to quickly internalize new technologies and products\nA bias toward clarity and action in async text communication - conveying intent precisely and concisely, and proactively seeking out information rather than waiting for it\nA collaborative disposition - a genuine willingness to ask for help and to offer it\n既存の情報を鵜呑みにせず、自ら再現・検証しながら複数の仮説を持ち、根本原因から改善策を導く問題解決力\n技術的な曖昧さに向き合い、ガイダンスを活かしながら自力で答えを出しに行く姿勢\nエンジニアリングの厳密さを伴う顧客への共感\n新しい技術・プロダクトを素早く自分のものにできる学習力\n非同期テキストコミュニケーションで明確・迅速に意図を伝え、情報を自ら取りに行く姿勢\n協調的な姿勢。助けを求め、提供する意欲\nKey Learning\nWhile a generalist, all-domain support role demands a steep learning curve, it enables rapid accumulation of broad technical knowledge and problem-solving experience that no single specialization can provide\n担当領域を限定しない全方位対応は高い学習負荷を伴う一方、単一専門では得られない幅広い技術知識と問題解決経験を短期間で蓄積できる\nA tier-less, end-to-end support model means owning the full stack - from initial intake to final resolution - across every step of the process\nDeep technical expertise in CDP for global customers, gained through real-world engagements\nHands-on experience in cross-functional collaboration with Engineering, Product, CS, and Professional Services\nExperience designing and leveraging AI-native support workflows\nPractical experience in incident response and root cause analysis\nReal-world experience collaborating as an equal with global organizations - from Japan\nティアを持たないエンドツーエンド対応モデルにより、受付から解決まで全工程をフルスタックで経験できる\nグローバル顧客のCDPに関する深い技術知識（実案件を通じて）\nEngineering・Product・CS・Professional Servicesとのクロスファンクショナル連携の実務経験\nAIネイティブなサポートワークフローの設計・活用経験\nインシデント対応・根本原因分析の実践経験\n日本にいながらグローバルな組織と対等に協働する実務経験\nJob Requirements:\nHands-on troubleshooting experience with cloud-based data infrastructure, including SQL, APIs, and data pipelines\nStrong written and verbal communication skills with both technical and non-technical audiences\n1-3 years of relevant experience\nSQL・API・データパイプラインを用いたクラウドベースのデータ基盤に対するトラブルシュート経験\n技術・非技術双方への優れた文書・口頭コミュニケーション\n1-3年の関連経験\nPreference\nExperience with scripting languages (Python, Ruby, Shell, etc.)\nExperience conducting research and analysis using AI\nExperience with REST APIs (Postman, cURL, etc.)\nExperience with observability tools (Splunk, Datadog, etc.)\nExperience with CDP platforms\nFamiliarity with ticketing tools such as Jira or Zendesk\nExperience with SaaS and cloud technologies\nスクリプト言語（Python/Ruby/Shell等）の経験\nAIを用いた調査・分析経験\nREST APIの利用経験（Postman/cURL）\n可観測性ツール（Splunk、Datadog等）の経験\nCDP経験\nJira/Zendesk等のチケッティングツールの知識\nSaaS/クラウド技術の経験\nPhysical Requirements:\n3 days office in a week\nTravel Requirements:\nNo regular travel required; occasional travel for team offsites or major customer engagements.","description_format":"text","description_chars":7515,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"Japanese","level":"Advanced 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