Senior Customer Reliability Engineer

**About the company:** Treasure AI Minato-ku, Tokyo Treasure AI is the only enterprise Customer Data Platform that harmonizes an organization’s data, insights, and engagement technology stacks to drive relevant, real-time customer experiences throughout the entire customer journey. **Responsibilities:** Pillar ① Advanced Technical Support Independently resolve complex technical inquiries across all product areas, taking the lead on more complex issues and difficult customer situations. Own and resolve complex technical support cases and escalations across data pipelines, workflows, and integrations. Perform deep-dive investigations using SQL (Presto/Trino), logs, APIs, and internal tools to identify root causes. Rapidly catch up on new products and newly emerging issues to ensure timely response. Use observability tooling (e.g., Splunk, Datadog) to monitor application and system behavior in real time. Collaborate with global Customer Reliability teams (Japan, UK, US, Canada) for follow-the-sun coverage. Pillar ② Product Quality Guardian Detect anomalies from inquiry patterns and initiate incident escalation with detailed technical analysis. Participate actively in incident response, coordinating customer communications and cross-team impact assessment. Review and refine customer-facing communications during incidents. Create and maintain internal and external documentation, including knowledge base articles and runbooks. Pillar ③ Cross-Functional Hub Serve as an escalation point for internal inquiries from Sales, Customer Success, GTM, and other customer-facing teams. Mentor CREs at the same or lower tier; conduct case reviews and provide technical guidance. Pillar ④ Operational Improvement Contribute to operational improvement projects (Productivity Engineer track: 10–20%), including AI-driven support workflows, prompt engineering, and KB optimization for AI retrieval. Participate in incident response and provide post-mortem analysis when required. Requirements Hands-on troubleshooting experience with cloud-based data infrastructure, including SQL, APIs, and data pipelines Experience conducting research and analysis using AI Experience with scripting languages (Python, Ruby, Shell, etc.) Strong written and verbal communication skills with both technical and non-technical audiences Demonstrated track record of mentoring junior team members 2–5 years of relevant experience Nice to haves While not specifically required, tell us if you have any of the following. Experience with CDP (Customer Data Platform) Hands-on experience with RESTful APIs using Postman or cURL Knowledge of distributed systems and data platforms Experience with observability tools (Splunk, Datadog, etc.) Familiarity with ticketing tools such as Jira or Zendesk APPLY FOR THIS POSITION DO YOU NEED MORE INFO? ASK A QUESTION About Treasure AI Treasure AI Minato-ku, Tokyo Treasure AI is the only enterprise Customer Data Platform that harmonizes an organization’s data, insights, and engagement technology stacks to drive relevant, real-time customer experiences throughout the entire customer journey. Key benefits Highly Technical Founders Globally distributed company Open Source is in our DNA Read more More jobs like this We'll send you a digest of new English-friendly software developer jobs in Japan. Your email stays private, we don't share or sell it. Apply for this position × This position is only open to current residents of Japan. I have a favour to ask. When you apply to Treasure AI, please tell them that you heard about the position on TokyoDev . This helps to keep this job board sustainable, so I'd be grateful for your support with this. - Paul, Founder of TokyoDev Continue applying © 2026 Privacy Policy **Requirements:** Hands-on troubleshooting experience with cloud-based data infrastructure, including SQL, APIs, and data pipelines Experience conducting research and analysis using AI Experience with scripting languages (Python, Ruby, Shell, etc.) Strong written and verbal communication skills with both technical and non-technical audiences Demonstrated track record of mentoring junior team members 2–5 years of relevant experience **Nice to have:** While not specifically required, tell us if you have any of the following. Experience with CDP (Customer Data Platform) Hands-on experience with RESTful APIs using Postman or cURL Knowledge of distributed systems and data platforms Experience with observability tools (Splunk, Datadog, etc.) Familiarity with ticketing tools such as Jira or Zendesk APPLY FOR THIS POSITION DO YOU NEED MORE INFO? ASK A QUESTION About Treasure AI Treasure AI Minato-ku, Tokyo Treasure AI is the only enterprise Customer Data Platform that harmonizes an organization’s data, insights, and engagement technology stacks to drive relevant, real-time customer experiences throughout the entire customer journey. Key benefits Highly Technical Founders Globally distributed company Open Source is in our DNA Read more More jobs like this We'll send you a digest of new English-friendly software developer jobs in Japan. Your email stays private, we don't share or sell it. Apply for this position × This position is only open to current residents of Japan. I have a favour to ask. When you apply to Treasure AI, please tell them that you heard about the position on TokyoDev . This helps to keep this job board sustainable, so I'd be grateful for your support with this. - Paul, Founder of TokyoDev Continue applying © 2026 Privacy Policy