Customer Reliability Engineer

Location: Tokyo, Japan; hybrid with 3 days in the office per week

Company

hirify.global develops an agentic AI experience platform that helps marketing and data teams automate customer intelligence and marketing execution across web, mobile, and desktop.

What you will do

• Own customer and internal technical inquiries from intake through resolution without tier handoffs, with guidance from senior team members.
• Build deep expertise in Customer Data Platform functionality, architecture, and recurring issue patterns.
• Investigate data discrepancies and technical issues using SQL, Presto/Trino, cloud data infrastructure, APIs, and data pipelines.
• Provide technical support through Zendesk and Jira and monitor application and system behavior with observability tools.
• Collaborate with Customer Success, Engineering, Product, Professional Services, and global Customer Reliability teams.
• Participate in incident response, prepare customer-facing communications, document findings, and contribute to knowledge resources and operational improvements.

Requirements

• Hands-on troubleshooting experience with cloud-based data infrastructure, SQL, APIs, and data pipelines.
• Strong written and verbal communication skills for technical and non-technical audiences.
• 1–3 years of relevant experience.
• Business-level Japanese or higher is required.
• Ability to independently reproduce and verify findings, investigate multiple hypotheses, and derive improvements from root causes.
• Proactive, clear, action-oriented communication and a collaborative approach to asking for and providing help.

Nice to have

• Experience with scripting languages such as Python, Ruby, or Shell.
• Experience using AI for research and analysis or designing AI-native support workflows.
• Experience with REST APIs, Postman, cURL, Splunk, Datadog, CDP platforms, Jira, Zendesk, SaaS, or cloud technologies.

Culture & Benefits

• Work in a customer-first, data-driven environment built around integrity, reliability, openness, and humility.
• Collaborate with Customer Reliability teams in Japan, the UK, the US, and Canada to support follow-the-sun coverage.
• Develop broad technical knowledge through a tier-less, end-to-end support model.
• Gain practical experience in incident response, root cause analysis, cross-functional collaboration, and global customer engagements.
• Occasional travel may be required for team offsites or major customer engagements; no regular travel is required.
• Work in an environment focused on diversity, equity, inclusion, belonging, growth, and role ownership.