GIG-A

はじめまして/hajimemashite/ 'nice to meet you'
株式会社GIG-Aは日本の銀行取引を簡単にするフィンテック企業です。お客様が日本の銀行口座を開設し、日々の支払を管理したり、送金するお手伝いをします。

ポジション:
プロダクト開発チームのL2サポートエンジニアとして、お客様の問題を正確かつ迅速に調査、診断、トラブルシューティングし、解決する。

求められる役割:
✓ アプリの日常的なメンテナンス、ログ、アラートのモニタリングの実施
✓ 問題の特定、トラブルシューティング、原因と影響を迅速に検出して解決
✓ アプリとその使用事例の幅広い理解
✓提供する解決策によるお客様満足度の向上
✓ お客様やL1サポートにトラブルシューティングを指導し、問題解決まで責任を持って対応
✓ 機能とデザイン、バグとエラーの違いが識別できる
✓ 問題に対する解決策やプロセス、製品の改善を提案

日々および月ごとの責任:
✓ 問題の調査、診断、トラブルシューティング、インシデントの解決、L1、お客様、他のチームメンバーへのタイムリーなサポートを提供
✓ テスト、デプロイ、パブリッシュ、インシデントのポストモーテムの作成を含む反復型ソフトウェア開発の一部に参加
✓ 現在の技術トレンドに対しアンテナを張り、学び、見識を深め、競争優位をもたらす新技術やツールを見つけて導入
✓ Slack、Jira、Confluence、ビデオ会議を通じて多国籍なチームと協働

GIG-Aの理念:
グローバルでリモート: 私たちは”世界”をホームとするノマド集団です。心ある行動で社員のひとりひとりが一門に属することを示します。
私たち自身がお客様: 銀行口座を持たない人の苦しみを経験してきた私たちだからこそ、自分事としてとらえます。私たちはお客様に共感し、お客様の声に耳を傾けます。
選択肢をたくさん探す: 私たちは、積極的に課題と機会を探します。透明性あるコミュニケーションを行い、解決策を提供するために複数の行動指針を提案します。
とにかく学ぶ: チームで自由に動き、困難に打ち勝つため、絶えずスキルアップを続けます。

Java

Flutter

L2サポートエンジニア

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Overview
bitFlyer Inc. was established in 2014 with the mission of "Making the world easier with blockchain". The company has developed its crypto asset trading business globally with its group companies, bitFlyer USA, Inc. and bitFlyer EUROPE S.A., and has achieved the No. 1 customer satisfaction rating. As a crypto asset exchanger and a Type I financial instruments firm, we continue to expand and improve our services and aim to become a highly liquid crypto asset exchange that satisfies as many customers as possible. 
In addition, Yuzo Kano, the founder of bitFlyer Holdings, Inc. was appointed CEO and Representative Director of bitFlyer Holdings, Inc. and in order to strengthen the sense of unity of the group, he will also serve as representative director of bitFlyer Inc. and bitFlyer Blockchain Inc. 
Taking this opportunity, bitFlyer will advance to a new stage as a group. Placing the highest priority on compliance with laws and regulations and strengthening governance, we will take on the challenge of creating new markets utilizing crypto assets and blockchain technology, aiming to become the No. 1 web3 company in Asia.

Diversity
Our company is not bound by age, gender, or nationality, but is made up of high-performers in various fields.
Our employees come from a variety of backgrounds, including foreign securities firms and investment banks, Japanese securities firms, mega-banks, four major audit firms, strategic consulting firms, general consulting firms, foreign IT firms, Japanese IT firms, and Japanese start-ups.
As for engineers, some of them have participated in world competitions in competitive programming, and more than 30% of them are from overseas. The environment is full of diversity, with English-language discussions taking place here and there.

You will be responsible for the following tasks:
- Cloud management and operation (mainly SaaS used by all employees)
- Vendor management (work instructions, inquiries, coordination, etc.)
- Planning and promotion of cloud-related projects
- Responding to inquiries from internal users related to cloud computing
- Cloud-related troubleshooting
- Communication with group companies and personnel (including overseas offices)


IT Support

Jira, Confluence, Slack

Cloud Management and Operations Engineer

Autify

| Global Market for QA
Markets are changing rapidly, and there is a demand for quick software releases. Agile development has become mainstream; on a global scale, 92% of developer teams adopt agile development, 71% of which aim to release at least once a week. With such a rapid cycle, manual verification is too time-consuming, and there is an urgent need for automation. Our services can solve these critical challenges and make our clients a competitive advantage in software development. QA’s global budget is said to reach over $1 trillion. We are rapidly expanding our service reach internationally to win this vast global market.

| About Us
Autify, Inc. is a start-up company founded in San Francisco by a team of engineers who were the first Japanese team to graduate from the top US accelerator, Alchemist Accelerator. With the mission to increase creativity with the power of tech, we develop and provide Autify, an AI-powered software testing automation platform. 

In October 2019, we officially released Autify for Web, our test automation software that targets web applications. Also, in October 2021, Autify for Mobile for mobile app testing was officially launched, and we closed our $10M Series A. Although the product lineup is continuing to expand, and we have been able to provide all basic functions needed in a test automation platform, we continue to receive requests for new features and improvements.

| About This Role
The Technical Support Engineering (TSE) team is part of the Engineering department and was created to investigate and solve technical issues from customers that cannot be resolved by the first-tier Customer Support team.

Investigation is the primary focus, but TSE is also expected to help improve the capability of the Customer Support team to answer simple inquiries by themselves. This help can come in the form of documenting known issues, writing customer-facing documentation or providing training. Additionally, the team can propose logging and debugging improvements to both broaden and deepen the team’s investigation capability, carry out minor coding projects to implement said improvements, contribute to product documentation, and last but not least, make product improvement suggestions based on reported customer issues.

Since the root cause of a customer issue could occur anywhere within the Autify system, TSEs are required to develop a very broad understanding of Autify’s product architecture and infrastructure so that they can make a reasonable assumption about where to start investigating before digging deeper as and when needed.

Our primary stakeholders are the Customer Support and Customer Success teams, and we hold a variety of regular sync meetings with those teams to share information about potential issues, known issues, and any current investigations that are in progress and potentially of interest.

As with the wider Engineering department, TSE uses the Scrum project management framework for its daily work. The associated Scrum ceremonies (daily stand-ups, refinements, retrospective & planning), as well as a weekly team meeting, are all held in English. Additionally, ad-hoc meetings may be held, such as for pair investigation work, and these can be done in English or Japanese depending on the preference and ability of the attending members.

Note: This role is aimed at supporting customers in the Japanese market, so you must be able to work in Japan standard time. Working hours are flexible but you must be available during the core collaboration hours of 10 am to 2 pm JST.

Responsibilities
- Respond to technical inquiries from the Customer Support and Customer Success teams
- Work with your TSE colleagues and other Engineering teams to investigate issues, devise potential workarounds, and try to determine the root cause of those issues
- Verify and escalate product bugs to the appropriate Development team
- Propose new features and stability improvements based on the results of your investigations
- Contribute to both internal and customer-facing documentation
- Ensure efficient communication and collaboration between all the stakeholders across the escalation chain

Bonuses paid and annual income reviewed twice a year.

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L2サポートエンジニア

GIG-A

Cloud Management and Operations Engineer

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