Customer Reliability/Platform Engineer-PK

 

 

 

Customer Reliability Engineer / LINE

Platform

Position Outline

As a Customer Reliability Engineer, you will hold domain knowledge and be

responsible for improvements and resolution of the technical problems that

concern the users of the Messaging Platform and the Developer Platform.

Job Details

Holding deep domain knowledge and strong technical skills, you will be

responsible for solving issues for internal and internal users of the

Messaging Platform and the Developer Product Platform. You may also

have to build some of the tools to support your work.

As the link between the CS (Customer Support) team and the development

team, you will also be in charge of managing the platforms SLA and

monitoring the indicators (SLI) defining the platform quality.

Mission/Goals

 

 

 

 

• You will first be working with the development team and by understanding

deeply each platform's domain, gradually handle inquiries and oversee overall

operations.

• A whole CRE team will be built around you and as a seed member, you will

provide guidance and support the growth of new members.

• Your role is to optimize for the satisfaction of our users and clients, and to

provide this high quality service, you will also have to organize accessible

documentation and deal with urgent inquiries.

Responsibilities

• Technical support of regular CS related operations

o Investigation and troubleshooting

o Extraction of data for Disclosure Requests

• Development of data disclosure tools

o Support for authentication, security, and auditing

o Including tools meant to be use in the Secure Room

• Periodic report of common CS issues and trends to the development team, in

the form of measurable KPIs

• Management of platform SLO and SLA

• Additional development of internal CMS

 

 

 

 

Responsible Service

• LINE Developers Product

o LINE Messaging Platform

o LINE Developers Product Platform

Ideal Candidate

• People who can view Platform Engineering from a customer perspective and

are interested in creation of value and problem solving

• People who are data-focused and can be a link between technical and non-

technical departments in order to discover and solve technical issues

• As a person in charge of a product or a system

o having the attitude to face and solve technical and organizational

problems

o having the motivation to own new proposals and drive their

implementation in both technical and non-technical environments

Required Experience/Skills

• Experience in development of a product using frameworks like SpringBoot, and

understanding programming done in JVM languages or C/C++ (over 1-2 years)

• Understanding and experience in using SQL

• Knowledge of the basics of encryption

 

 

 

 

• Ability to communicate in written Japanese using tools like Confluence or Slack

Preferred Experience/Skills

• Experience in development or operation of a BtoC platform

• Experience in platform engineering or even CRE itself

• Ability to communicate in Japanese or in Korean with Product Manager, QA

(Quality Assurance) or non-technical people in general, inside and outside the

company

• Experience with tooling and APIs related to Confluence, Jira, Tableau, Box,

PagerDuty

• Experience querying big data using interfaces likes Hive or Spark

• Having done support on-call

• Understanding of privacy laws and regulations