Treasure AI:
トレジャーAIの社員は情熱的で、データドリブン、そして顧客第一主義です。私たちは、自ら行動を起こし、ニーズを先読みし、主体的に問題解決に取り組むドライバーの集まりです。私たちの行動は、誠実さ、信頼性、オープンさ、そして謙虚さという価値観を体現しています。
Your Role:
You will be at the forefront of customer interaction and issue resolution for Treasure AI.
As a Customer Reliability Engineer (CRE), your primary focus is to deliver dependable solutions to our global clientele end-to-end — from intake to resolution — without handing off through tiers. You join a diverse team of professionals on the Customer Reliability function, with ample opportunity for growth both horizontally and vertically.
Customer Reliability is built on five interconnected pillars: Advanced Technical Support, Product Quality Guardian, Cross-Functional Hub, Operational Improvement, and Product Contribution. As an entry-level CRE, you focus primarily on the first pillar — building deep product expertise and resolving real customer and internal inquiries — while developing the foundation to grow into the other four pillars over time.
If you are a proactive problem-solver with strong technical skills, excellent communication, and a passion for providing exceptional customer service, we would love to hear from you.
Customer Reliability Engineer（CRE）は、Treasure AI のグローバル顧客との接点・課題解決の最前線に立ち、Tier の受け渡しを行わずに問い合わせを受付から解決までエンドツーエンドで担当します。
Customer Reliability 機能の一員として、横方向にも縦方向にも成長機会のある多様なプロフェッショナルチームに加わ理、Customer Reliability は 5 つの相互連結した柱（高度なテクニカルサポート / プロダクト品質の番人 / 社内横断ハブ / 運用改善 / プロダクトへの貢献）の上に成り立つ。エントリーレベルの CRE は主に第 1 の柱（高度なテクニカルサポート）に注力し、深いプロダクト専門性を構築しつつ、将来的に他の柱へ広げていく土台を作ります。
強い技術力、優れたコミュニケーション、卓越した顧客サービスへの情熱を持つ自走的な問題解決者からの応募を歓迎します。
Responsibilities:
Pillar ① Advanced Technical Support
Receive and resolve customer and internal technical inquiries with guidance from senior team members, owning each case from intake to resolution.
Develop deep understanding of product functionality, architecture, and common issue patterns across the Customer Data Platform.
Investigate issues thoroughly before escalation; document findings with high-quality technical detail so escalations to Engineering are actionable when needed.
Provide technical support to customers via Zendesk and Jira ticketing tools.
Use SQL (Presto/Trino) to investigate data discrepancies and support issue resolution across multiple datasets.
Use observability tooling (e.g., Splunk, Datadog) to monitor application and system behavior in real time.
Collaborate with Customer Success, Engineering, Product, and Professional Services to resolve global customer issues.
Participate in incident response under the guidance of senior engineers; help draft customer-facing communication.
Continuously expand technical and product knowledge to grow toward Senior CRE.
シニアメンバーのガイダンスのもと、顧客および社内の技術問い合わせを受付・解決し、各ケースをエンドツーエンドでオーナーシップを持って対応する。
Customer Data Platform のプロダクト機能、アーキテクチャ、典型的な問題パターンに関する深い理解を構築する。
エスカレーション前に問題を徹底調査し、Engineering 連携時に実用的なエスカレーションができるよう高品質な技術詳細を文書化する。
Zendesk および Jira を用いて顧客への技術サポートを提供する。
SQL（Presto/Trino）を用いてデータの不整合を調査し、複数データセットに跨る問題解決を支援する。
Splunk、Datadog 等の可観測性ツールを用いてアプリケーションとシステムの挙動をリアルタイムにモニタリングする。
Customer Success、Engineering、Product、Professional Services と連携してグローバル顧客課題を解決する。
シニアエンジニアの指導のもとインシデント対応に参加し、顧客向けコミュニケーションのドラフトを支援する。
Senior CRE への成長に向けて技術およびプロダクト知識を継続的に拡大する。
Pillar ② Product Quality Guardian
Contribute to internal and public knowledge base, documentation, and Q&A resources.
Begin to identify recurring patterns and suggest improvements to the team.
社内・公開ナレッジベース、ドキュメンテーション、Q&A への貢献。
繰り返しパターンの特定と改善提案をチームに開始する。
Pillar ③ Cross-Functional Hub
Collaborate with global Customer Reliability teams (Japan, UK, US, Canada) to share knowledge and support follow-the-sun coverage.
Japan / UK / US / Canada のグローバル Customer Reliability チームと連携し、Follow-the-sun 体制をサポートする
Scope & Impact
IDelivers dependable end-to-end technical support for Treasure AI's global customer base
Builds foundational expertise across the Customer Data Platform
Contributes to team knowledge through documentation and pattern recognition
Develops toward senior-level impact by mastering core CRE pillar ①
Treasure AI のグローバル顧客基盤に対して、エンドツーエンドの信頼できるテクニカルサポートを提供
Customer Data Platform 全体にわたる基礎的な専門性を構築
ドキュメンテーションとパターン認識を通じてチームのナレッジに貢献
コア CRE 柱①の習得を通じてシニアレベルのインパクトへ成長
Key Comptence
Problem-solving ability to avoid taking existing information at face value — reproducing and verifying findings independently, holding multiple hypotheses, and deriving improvements from root causes
A mindset of confronting technical ambiguity head-on, using available guidance as a starting point while driving toward answers under one's own initiative
Customer empathy grounded in engineering rigor
Learning agility to quickly internalize new technologies and products
A bias toward clarity and action in async text communication — conveying intent precisely and concisely, and proactively seeking out information rather than waiting for it
A collaborative disposition — a genuine willingness to ask for help and to offer it
既存の情報を鵜呑みにせず、自ら再現・検証しながら複数の仮説を持ち、根本原因から改善策を導く問題解決力
技術的な曖昧さに向き合い、ガイダンスを活かしながら自力で答えを出しに行く姿勢
エンジニアリングの厳密さを伴う顧客への共感
新しい技術・プロダクトを素早く自分のものにできる学習力
非同期テキストコミュニケーションで明確・迅速に意図を伝え、情報を自ら取りに行く姿勢
協調的な姿勢。助けを求め、提供する意欲
Key Learning
While a generalist, all-domain support role demands a steep learning curve, it enables rapid accumulation of broad technical knowledge and problem-solving experience that no single specialization can provide
担当領域を限定しない全方位対応は高い学習負荷を伴う一方、単一専門では得られない幅広い技術知識と問題解決経験を短期間で蓄積できる
A tier-less, end-to-end support model means owning the full stack — from initial intake to final resolution — across every step of the process
Deep technical expertise in CDP for global customers, gained through real-world engagements
Hands-on experience in cross-functional collaboration with Engineering, Product, CS, and Professional Services
Experience designing and leveraging AI-native support workflows
Practical experience in incident response and root cause analysis
Real-world experience collaborating as an equal with global organizations — from Japan
ティアを持たないエンドツーエンド対応モデルにより、受付から解決まで全工程をフルスタックで経験できる
グローバル顧客のCDPに関する深い技術知識（実案件を通じて）
Engineering・Product・CS・Professional Servicesとのクロスファンクショナル連携の実務経験
AIネイティブなサポートワークフローの設計・活用経験
インシデント対応・根本原因分析の実践経験
日本にいながらグローバルな組織と対等に協働する実務経験
Job Requirements:
Hands-on troubleshooting experience with cloud-based data infrastructure, including SQL, APIs, and data pipelines
Strong written and verbal communication skills with both technical and non-technical audiences
1–3 years of relevant experience
Japanese: Business level above
SQL・API・データパイプラインを用いたクラウドベースのデータ基盤に対するトラブルシュート経験
技術・非技術双方への優れた文書・口頭コミュニケーション
1–3年の関連経験
日本語：ビジネスレベル以上
Preference
Experience with scripting languages (Python, Ruby, Shell, etc.)
Experience conducting research and analysis using AI
Experience with REST APIs (Postman, cURL, etc.)
Experience with observability tools (Splunk, Datadog, etc.)
Experience with CDP platforms
Familiarity with ticketing tools such as Jira or Zendesk
Experience with SaaS and cloud technologies
スクリプト言語（Python/Ruby/Shell等）の経験
AIを用いた調査・分析経験
REST APIの利用経験（Postman/cURL）
可観測性ツール（Splunk、Datadog等）の経験
CDP経験
Jira/Zendesk等のチケッティングツールの知識
SaaS/クラウド技術の経験
Physical Requirements:
3days office in a week
Travel Requirements:
No regular travel required; occasional travel for team offsites or major customer engagements.
Our Dedication to You:
We value and promote diversity, equity, inclusion, and belonging in all aspects of our business and at all levels. Success comes from acknowledging, welcoming, and incorporating diverse perspectives.
Diverse representation alone is not the desired outcome. We also strive to create an inclusive culture that encourages growth, ownership of your role, and achieving innovation in new and unique ways. Your voice will be heard, and we will help amplify it.
Agencies and Recruiters:
We cannot consider your candidate(s) without a contract in place. Any resumes received without having an active agreement will be considered gratis referrals to us. Thank you for your understanding and cooperation!
This description captures the core of the role today. As we adopt AI and new ways of working, responsibilities may evolve, and we encourage team members to take initiative, lean into change, and help expand the impact of their role beyond what’s listed here.
