Full-stack Customer Engineer

Tokyo
Remote OK - Anywhere in Japan
Full-time
September 9, 2024

About KOMOJU

KOMOJU (by Degica) is the leading cross-border payment gateway for Japan. We power payments for companies like video game distribution platform Steam and the popular mobile app TikTok. Today we help thousands of merchants by providing them with the payment infrastructure they need through developer-friendly API’s to integrations on popular platforms like Shopify and Wix; we help our merchants grow in all markets they are expanding.

About the position

The Customer Engineering team at KOMOJU is quite unique - it's not about promoting our product or managing customer complaints. We do any engineering work that helps us better serve our customers. This involves debugging, contributing to code development, creating an internal knowledge base, writing customer communications, collecting feedback on procedures, and updating internal systems.

The primary responsibility of the Full-stack Customer Engineer is to promptly resolve customer-reported issues in collaboration with the Customer Success team. As part of your regular duties, you will monitor our internal systems and promptly respond to any requests for technical assistance. In response to the request, you will engage in comprehensive engineering activities such as analysing logs, replicating customer-reported issues, debugging, implementing solutions, modifying our codebase, and enhancing our offerings.

The ideal candidates for us are those who excel in a dynamic environment and are consistently seeking ways to enhance the customer experience. We are seeking an individual who is self-motivated and versatile, with a passion for problem-solving and technical research, a willingness to engage in engineering tasks to solve problems directly, and a talent for making quick, well-informed decisions under pressure.

Responsibilities

Respond quickly to technical inquiries from customers received through our customer-facing teams, particularly the Customer Success team.
Investigate the mechanism and cause of customer-reported issues.
Develop solutions and workarounds for the technical challenges that customers are facing.
Collaborate with engineering teams to tackle the most complex issues.
Contribute to our codebase to instantly enhance our offerings.
Empower our customer-facing teams by providing them with product-related knowledge and insights on commonly reported issues.
Represent our customers and partners by advocating the voice of customers and sponsoring feature requests
Oversee incident processes and coordinate incident response
Be open to communicate with our customers directly

Requirements

Strong passion to serve customers
Passion for solving real-world problems through technology and creativity.
Clear, logical thinking combined with empathetic understanding of customer sentiment, and detailed and unbiased observations.
Extensive experience in any programming language and systematic debugging.
Concrete understanding of HTTP, WWW, REST, SQL, logging, tracing, and observability.
Be open to communicate in both English and Japanese.
Japanese proficiency at the N2 level

Nice to Haves

Professional experience in payment processing systems
Professional or hobby experience with applications that accept payments
Professional or hobby experience with:

Ruby and Ruby on Rails
Datadog
Shopify
PHP
TypeScript
Amazon Web Services
Docker

Professional or hobby experience in debugging complex software and proposing code changes
Professional, hobby, or academic experience with experimental research.
B1 level of English proficiency according to the Common European Framework of Reference for Languages (CEFR).
Interest in foreign languages and cultural exchange, with a desire to engage in continuous learning.

Benefits

At Degica, we embrace remote work while also offering office space for those who prefer in-person collaboration
10 days regular vacation, additional 5 days summer and 5 days winter vacation
Paid birthday holiday
Budget for self-learning allowance, to ensure our employees’ skills remain current
Language training for Japanese

KOMOJUについて

KOMOJU (コモジュ)は2016年に当社が開発した日本および世界のEC事業者向けの決済代行サービスです。 Steam, Shopify, Wix など様々なECプラットフォームに決済手段を提供し、API での直接導入が可能です。一つのKOMOJUアカウントで、日本のクレジットカード決済、コンビニ決済、スマホ決済、銀行振込、キャリア決済、後払い決済、プリペイド決済などから、韓国や中国、東南アジ、ヨーロッパなど世界中の決済方法が利用可能になります。

このポジションについて

KOMOJU の Customer Engineering (カスタマーエンジニアリング) チームは非常にユニークです。単なる製品のピッチングや苦情処理ではなく、お客様により良いサービスを提供するためのエンジニアリング活動を行います。実際に、デバッグ、コードコントリビューション、内部ナレッジベースの作成、外部コミュニケーションの文面執筆、社内プロセスに関するフィードバックの収集やプロセス改善などに従事しています。

Full-stack Customer Engineer (フルスタックカスタマーエンジニア) の主な責任は、カスタマーサクセスチームと協力してお客様から報告された問題を迅速に解決することです。日常業務の一環として、社内システムを監視し、技術支援の要請に迅速に対応します。要請に応じて、ログの分析、お客様から報告された問題の再現、デバッグ、ソリューションの実装、コードの修正、サービスの強化などの包括的なエンジニアリング活動に従事します。

私たちのチームでは、自己動機付けが高く、特定の分野だけにこだわらず、問題解決と技術的探求に情熱を持ち、問題を直接解決するためのエンジニアリング作業に取り組む意欲があり、プレッシャー下でも迅速かつ的確な判断を下せる人物を求めています。ダイナミックな環境で、顧客体験を向上させるエンジニアリング活動に加わってみませんか?

職務内容

カスタマーサクセスチームを中心とした顧客対応チームから送られてくる技術的な問い合わせに迅速に対応する。
お客様から報告された問題のメカニズムと原因を調査する。
お客様が直面している技術的な課題に対するソリューションや回避策を開発する。
エンジニアリングチームと協力し、複雑な問題をチームプレーで解決する。
コードベースに直接貢献し、製品やサービスを迅速に向上させる。
製品関連の知識や一般的に報告される問題についてのインサイトを共有することで、顧客対応チームを支援する。
お客様とパートナーを代表し、 Voice of Customers の代弁者となり、機能リクストの実現を推進する。
インシデントプロセスに関与し、インシデント対応に貢献する。
必要に応じ、お客様と直接コミュニケーションする。

応募資格

お客様対応への強い情熱
技術と創造性を通じて現実世界の問題を解決する情熱
顧客感情への共感的理解と論理的な思考、そして詳細かつ偏りのない観察力
いずれかのプログラミング言語と体系的なデバッグに関する豊富な経験
HTTP、WWW、REST、SQL、ログ、トレーシング、オブサーバビリティに関する具体的な理解
英語と日本語の両方でコミュニケーションを取ることにオープンであること
日本語能力試験 N2 レベルの日本語能力

望ましいスキル

決済システムに関する専門的な経験
決済を伴うアプリケーションに関する専門的または趣味での経験
以下に関する専門的または趣味での経験:

Ruby および Ruby on Rails
Datadog
Shopify
PHP
TypeScript
Amazon Web Services
Docker

複雑なソフトウェアのデバッグとコード変更の提案に関する専門的または趣味での経験
実験ベースの研究に関する専門的、趣味、または学術的な経験
CEFR B1 レベルの英語スキル
外国語と文化交流に対する興味と、継続的な学習への意欲

Benefits

Degicaでは、リモートワークとオフィス勤務のハイブリットスタイルを導入しています。
フレックス制（コアタイム10:00-15:00)
海外からの勤務可能（地域によって年間最大3ヶ月の海外からの勤務が可能）
有給10日間、夏季休暇5日間、冬季休暇5日間、有給誕生日休暇
社員のスキルアップ目的のため、自己学習手当の予算（年間10万円）を用意しています
日本語／英語の語学学習プログラム
- 語学力向上の為、語学学校と提携し、英語コースと日本語コースの両方を提供しています
Komojuカードプログラム（月額5000円）：ランチ、コーヒーなどの使用用途
社会保険（関東IT健康組合）、労働保険完備
通勤手当支給

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About KOMOJU

KOMOJU (by Degica) is the leading cross-border payment gateway for Japan.

We power payments for companies like video game distribution platform Steam and the popular mobile app TikTok.

Today we help thousands of merchants by providing them with the payment infrastructure they need, through developer-friendly API’s to integrations on popular platforms like Shopify and Wix; we help our merchants grow in all markets they are expanding.

When it comes to engineering, we believe in having a flat, inclusive culture and constantly improving by continuing to evaluate ourselves. We also prize individuality and believe that each member brings their own unique value to the team.

Our development processes are always updating as the company grows, and we have an engineering culture that largely organizes itself and each engineer has a lot of ownership in their own projects. This culture allows engineers to showcase their strengths while continuing to grow.

Japanese Language Policy
With around half of their total members (and around 75% of engineers) coming from outside Japan, KOMOJU generally uses English for written communication (e.g. Slack, Github). Verbal communication is also primarily in English.

However, quite a few people working there can speak both English and Japanese fluently so Japanese may be spoken at times during meetings, especially when they involve teams other than engineering.

Overall, the language spoken depends on the team. The dev team uses mostly English, but their HR team (for example) speaks primarily Japanese.
Visa Sponsorship
KOMOJU sponsors visas for candidates living outside of Japan. They’re still hiring from abroad, but due to travel restrictions related to COVID-19 new employees from abroad may need to start working on a contract basis. KOMOJU will switch you over to a full-time employee contract and sponsor your visa once it’s safe to come to Japan again.

KOMOJU also helps out with relocation (searching for apartments etc.) but they don’t have a formal policy for this. The support offered depends on each individual case. They do always pay for flight tickets to Japan in the case that someone moves from abroad however.
Paid Leave
KOMOJU has a very generous vacation policy.

Like most companies in Japan, their basic PTO package starts with 10 days of normal paid time off during an employee’s first year, followed by increases in subsequent years in accordance with Japanese labor law.

KOMOJU also offers 5 extra vacation days that can be used during the summer months, and another 5 days of year-end holidays.

They also have birthday leave, which means members can get an extra day off each year on their birthday. So that’s a total of 21 vacation days per year in addition to Japanese public holidays. They also offer maternity and paternity leave.
Benefits
💻 New tech gear

👩‍🎓 Skill development support

💛 Support for attending conferences

🧡 Seminar participation support

📕 Book purchases

👶 Parental Leave

👩‍🏫 Language Learning Support

💜 Social security / insurance benefits included

🏥 Healthcare insurance

💚 Pension insurance

🚃 Commuter allowance

👍 Motorized sitting / standing desks when working from our office
Engineer Interview Process
Engineering Jobs

KOMOJU’s interview process skips the high-pressure whiteboard interviews in favor of a coding challenge that’s closer to what engineers would actually work on day-to-day.

Here’s the basic interview flow:
- First interview: Meeting with two KOMOJU engineers to discuss about something you’ve built and see if you’re a good cultural fit
- Second interview: Technical challenge to test your real-world development skills
- Third interview: Meeting with a senior leader in the company
Remote Work
KOMOJU allows full remote work from anywhere in the world! The only stipulation is that your work hours must have some overlap with the JST time zone.

Even once COVID-19 is no longer a concern, KOMOJU intends to continue their full remote policy.

And if you do relocate to Japan, there's no need to live near their Tokyo office — you can work from anywhere in Japan.
Work style
KOMOJU has an office in the Kichijoji area of Tokyo, but they’ve switched to working fully remotely due to COVID-19. A typical work day at KOMOJU begins at around 10:00AM for most people. Some teams begin with a stand-up meeting where they quickly share their tasks for the day before focusing on work for the rest of the day.

One unique aspect of KOMOJU’s work style is their code review process. Since they have a flat hierarchy and a relatively small team, they have a system where reviewers are selected randomly. Their engineers also take care of operations and handle errors or technical customer queries as a team via Slack.

A typical stopping time for engineers at KOMOJU is at around 7:00PM, and they have very little overtime so engineers normally won’t be online past this time. They also make it a point to avoid unnecessary meetings and prefer to have ad-hoc discussions with relevant members only.
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