DevOps Support Engineer (Tier 2)

Remote OK - Anywhere in Japan
Full-time
June 10, 2021

The role of Support Ops Engineer contributes to reducing the number of incoming support contacts and increasing customer satisfaction with our service support. The work would suit a problem solver with a passion for customer advocacy and coding. In addition to providing support for issues escalated from Tier 1 support, the role is also responsible for improving the ability for guests and clients to find solutions before they reach out to customer support, and for improving the support tools, documentation and observability of our systems. At Moneytree, we are on a mission to unlock the power of data for good, by providing tools & capabilities needed, reducing or removing barriers, and delivering meaningful value today. We help people safely share confidential financial information with trusted service providers. Our technology is used by major banks, accounting software companies and fintech companies in Japan. Key clients include Mizuho, SMBC, and Mitsubishi UFJ Nicos.

In this role you will

Triage support issues escalated from the Tier 1 Support team.

Develop a broad knowledge of Moneytree’s products, services and processes.

Troubleshoot issues in a production environment at scale across a variety of front-end and back-end codebases.

Use and extend internal dashboards and tools.

Implement and maintain status pages and knowledge base for Moneytree services.

Assist non-technical staff and Clients in understanding technical matters across the Moneytree LINK product line.

In the first 30/60/90 days, your expected deliverables include

Complete onboarding training with a mentor

Understand technical solutions from other teams

Become a strong team player and raise our overall quality

Qualifications

Fluent Japanese language skills

At least intermediate English (TOEIC score: 800 or above)

Ability to read/write one or more of JavaScript/CoffeeScript, Ruby, and Bash

Basic knowledge of web applications, protocols and architecture

Troubleshooting skills (e.g 2nd/3rd tier tech support, code debugging/static analysis tools etc)

Experience with client-facing support communication

Desirable Skills, Experience, Qualifications

Working experience doing 2nd tier technical support, software testing or operations.

Experience building simple Web applications using HTML, CSS and JavaScript.

Experience working with automation technologies, Web scraping, crawling, data extraction.

We would also look favourably on any prior experience with

Tracing and log visualisation tools (esp Sumologic, but also Grafana, Datadog, Honeycomb, etc)

Technical Support activities (troubleshooting escalations, writing run-books and knowledge base documentation for Tier 1 support)

Jira and Service Desk

There are two ways to join Moneytree, apply for the right role, or be the right person and let us find a role for you. We encourage you to get in touch if you are resourceful, have a passion for creation, value integrity and strive to always do your best work.

APPLY NOW ➜Japanese Required ⚠️

About Moneytree

Moneytree is a fin-tech start-up founded by three foreign entrepreneurs in Tokyo.

Their Moneytree Link product provides a "utility layer for connecting financial services" that serves banks and other fin-tech companies, but they also have a popular consumer app that helps people manage their finances.

They're an international company with an English-first work environment and a high technical skill level for engineers. Truly a really great place to work!

Salary
Moneytree's salary structure is designed to offer a base salary along with stock options. Stock options are still a relative rarity in Japan, so Moneytree is one of a reasonably small list of Japanese companies offering them.
Japanese Language Policy
Moneytree does not require Japanese language skills for their engineering positions, though it is an advantage.

As a customer-centric company building products for Japanese customers, Japanese fluency is required for product managers and product designers to do user research, product discovery, etc.
Visa Sponsorship
- With the current pandemic, we are only accepting applicants with valid working visas in Japan.
- We offer support for visa renewal to new hires with valid working visas in Japan.
Paid Leave
Moneytree offers 20 paid holidays in addition to 10 sick/care leave days.

The Standard paid leave in Japan is 10 for an employee's first year, so this is what you'll get at the majority of companies. The fact that Moneytree doubles this to 20 really makes them stand out from other companies in Tokyo.

And then there's their sick day policy. Since these aren't legally mandated in Japan, most companies don't have them at all. Moneytree really goes above and beyond here with 10.
Benefits
💻 New tech gear

👩‍🎓 Skill development support

🏠 Remote work allowance

📕 Book purchases

🍹 Free drinks

👶 Parental Leave

🧡 Interpretation support (EN<>JP)

💟 Complete health and social insurance

🚃 Commuter allowance

✈️ Ability to work from overseas for short periods

💰Communication Allowance
Engineer Interview Process
This may depend somewhat on the position but in general, the steps are as follows:
- CV screening (+ survey to fill out for some positions)
- Casual screening meeting (onsite or remote)
- Pair programming
- Topgrading
- Provisional offer + reference check
Remote Work
Moneytree supports remote work, allowing its employees to work from home or the office. Depending on the position, they can live anywhere in Japan.
Work style
Moneytree’s working hours are 10:00-19:00, and their core working hours are 10:00-16:00
Diversity
Moneytree has a diverse environment, with 60% of the employees coming from over 20 different countries.