Full-stack Customer Engineer

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