Senior Customer Reliability Engineer (AI)

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

Company

hirify.global develops an agentic marketing and customer intelligence platform powered by continuously updated customer data and AI agents.

What you will do

• Own complex technical support cases and escalations across data pipelines, workflows, integrations, and other product areas.
• Investigate system behavior using SQL, Presto/Trino, logs, APIs, internal tools, Splunk, and Datadog.
• Detect incident patterns, perform root cause analysis, coordinate impact assessment, and review customer communications.
• Create and maintain internal and external documentation, including knowledge base articles and runbooks.
• Act as an escalation point for Sales, Customer Success, GTM, and other customer-facing teams.
• Mentor CREs and contribute 10–20% of time to operational improvement projects, including AI-driven support workflows and prompt engineering.

Requirements

• Hands-on troubleshooting experience with cloud-based data infrastructure, SQL, APIs, and data pipelines.
• Experience conducting research and analysis using AI.
• Experience with scripting languages such as Python, Ruby, or Shell.
• Strong written and verbal communication skills for technical and non-technical audiences.
• Demonstrated experience mentoring junior team members.
• 2–5 years of relevant experience.

Nice to have

• Experience with Customer Data Platforms, RESTful APIs using Postman or cURL, distributed systems, and data platforms.
• Experience with observability tools such as Splunk or Datadog.
• Familiarity with ticketing tools such as Jira or Zendesk.

Culture & Benefits

• Collaborate with global Customer Reliability teams in Japan, the UK, the US, and Canada for follow-the-sun coverage.
• Work with Engineering, Product, Customer Success, and Professional Services in a cross-functional environment.
• Occasional travel may be required for team offsites or major customer engagements; no regular travel is required.
• Inclusive environment focused on diversity, equity, inclusion, belonging, growth, ownership, and innovation.