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
  • Investigation and troubleshooting
  • Extraction of data for Disclosure Requests
• Development of data disclosure tools
  • Support for authentication, security, and auditing
  • 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
  • LINE Messaging Platform
  • 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
  • having the attitude to face and solve technical and organizational problems
  • 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

 

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

 

Selection Process

We have designed our selection process with an emphasis on technical aptitude and shared values.
Through this process, we aim not only to assess technical skills but also to deepen mutual understanding with the team.

 

Hard Skills Evaluation

• Pre-interview Web Coding Test (up to 3 hours)
• Live Coding interview
• Whiteboard Discussion interview

 

Soft Skills Evaluation & Cultural Fit

• Interviews with team members, discussions based on the resume

 

How to Apply

Please fill out and submit the application form.

 

Document Screening

You will be notified of the results of the selection process within two weeks at the e-mail address you entered in the application form, regardless of whether your application is accepted or not. It may take about one week longer if the application period falls during the Golden Week and the New Year holidays.

Interview, aptitude test, technical test, compliance check/reference check

Applicants who pass the document screening will be required to undergo multiple interviews, aptitude/technical tests, compliance checks, and reference checks, although the details vary depending on the position.

You will be notified of the results of the selection process within two weeks at the e-mail address you entered in the application form, regardless of whether your application is accepted or not.

The schedule will vary depending on interviews and other factors, but if everything goes smoothly, an internal offer will be made within about four to six weeks after the application is submitted. Please note that we will not respond to inquiries regarding the details or criteria of the selection process or the reasons for the results, regardless of the results of your application.

 

Other

To assess your eligibility for the position, we kindly ask you to provide the necessary personal information on the application form. Please note that this information will only be used for recruitment purposes. Please also note that your resume or other submitted documents will not be returned.

 

Allowances

Overtime allowance, commuting allowance,*1 LY Corporation Working Style allowance,*2 etc.

*1 You will be paid for the number of days you actually came to the office. (Maximum of JPY150,000/month)
*2 Allowance to improve your remote work environment (JPY11,000/month)

 

Work Location

Head office: Chiyoda-ku, Tokyo, Japan
Offices: Tokyo (Kioicho) 

The offices are wheelchair accessible.
Note on measures against passive smoking: In principle, no smoking indoors (smoking rooms are available).
Subject to change to an office as determined by the company.

• Some work may be required in the secure room. In such cases, you must be able to come to work within an hour to your office.
• We welcome applicants who live within an hour's distance from their home to the Kioicho office, as it may be necessary for them to come to the office on short notice.

 

Work Hours

Flextime system: standard work hours 7 hours 45 minutes (no core hours)
Start and end times are up to the individual. However, the company's standard working hours are from 9:30 a.m. to 6:15 p.m.
Note: Some departments may operate on the standard work hours (9:30 a.m. - 6:15 p.m.), while others may have a shift schedule.

 

Holidays and Leave

Days Off

Two days off per week (Saturdays and Sundays*1), national holidays, New Year's holiday (December 29 to January 4)

 

Leave

Paid leave, special paid leave (for condolence, maternity, sick childcare, nursing care, legally-designated communicable disease, etc.), Happy Friday*2, sabbatical leave

 

Other

Work styles for those engaged in childcare and nursing care

*1 May differ depending on department.
*2 When a public holiday falls on a Saturday, employees will be given the previous business day off.

 

Benefits

Optional Defined Contribution (DC) Pension Plan, Comprehensive Welfare Group Term Insurance, Group Long-term Disability, Employee Savings Program, Cumulative Stock Investment Program, subsidy for re-examination after regular basic/comprehensive health checkup, LY Corporation Working Style allowance, in-house massage room, club activities, subsidy for employee social events, and more

 

Talent Development/Support Systems

Training for Employees, Language Courses, Management Training, LY Corporation Job Challenge, Sabbatical Leave, Doctoral Studies Support Program, and more