Engineering Lead - Support & Tooling (Ruby on Rails)

About TableCheck:
TableCheck is Japan's leading restaurant reservation management platform. We're transforming the hospitality industry by providing innovative solutions for restaurant reservations and customer relationship management. Our Customer Reliability Engineering (CRE) team ensures that our products deliver seamless integrations and exceptional reliability for our customers.

 

Role Overview:
We're seeking an Engineering Lead to guide our CRE team in delivering exceptional results for our Enterprise customers and third-party integration developers. As the CRE Lead, you will provide technical and managerial leadership to our team of skilled engineers, ensuring that customer needs are met efficiently and effectively.

 

Responsibilities:

1. Leadership and Team Management:
   • Lead, mentor, and grow the CRE team to achieve individual and team goals.
   • Foster a collaborative and high-performance team culture.
   • Conduct regular performance reviews and provide continuous feedback and development opportunities.
     
     
2. Technical Direction and Strategy:
   • Set technical vision and roadmap for the CRE team in alignment with TableCheck’s goals.
   • Define and oversee the implementation of CRE processes, standards, and best practices.
   • Collaborate with Engineering, SRE, and Product teams to ensure a unified technical approach.
     
     
3. Customer Advocacy and Reliability:
   • Advocate for customer needs across internal teams to ensure our products meet and exceed customer expectations.
   • Oversee the delivery of integrations, features, and fixes for Enterprise customers.
   • Ensure customer SLOs are met through proactive monitoring and troubleshooting.
     
     
4. Process Improvement and Innovation:
   • Identify, design, and implement tools and processes that improve reliability, automation, and customer satisfaction.
   • Drive innovation in CRE practices to reduce friction points for customers and enhance product reliability.
     
     
5. Stakeholder Management and Communication:
   • Collaborate with customers, internal Support, Consulting, and Implementation teams to understand requirements and resolve issues.
   • Provide regular status updates to senior leadership on CRE initiatives and team performance

 

Required Qualifications:

• Extensive experience in software development using Ruby, with a deep understanding of Ruby on Rails.
• Proven experience managing a team in a technical or customer reliability engineering role.
• Experience working with Public APIs and handling mission-critical systems at scale.
• Strong networking knowledge (load balancing, routing, etc.).
• Demonstrated success in building tooling and systems for automation, troubleshooting, and debugging.
• Ability to effectively communicate and advocate for customer needs to engineers and non-technical stakeholders.
• Native-level proficiency in English.

 

Preferred Aptitude:

• Expertise in diagnosing and fixing customer issues swiftly.
• Skilled in triaging, documenting, and delivering solutions for Enterprise customers.
• Innovative mindset to build tools and improve processes.
• Experience working in a Kanban framework with high triage responsibility.
• Ability to provide insight and input on issues beyond current expertise.

 

Evaluation Criteria:

1. Initial Interview: Meet the VPoE to assess fit and leadership skills and learn more about the company and role.
2. Technical Interview: Meet with the tech team to evaluate your technical skills.
3. Take-Home Project & Review: Complete a small project to showcase your development and operations capabilities. Present and discuss it with our SRE Engineering Manager.