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Technical Support (Travel):TAD

Software Engineer
Rakuten, Inc.
00013500 Requisition #

Position Summary

Rakuten travel offer not only hotels, but also a wide range of service like package tours, buses and car rentals and so on. 

Our tech-team develop, operate, and maintain a large-scale platform that contributes over 1 trillion yen. 

As a communication hub, Tech-support handles various inquiries from internal staff and external partners about the technical/product specifications or operations accurately and promptly. 

Diagnose and troubleshoot the product issues by analyze source code and data in the situation that new features are implemented every weeks. 

Contribute to offer best experience to customers/partners by feedback the voice of customers to development and product management teams. 

Ideal Candidate Profile

・Understand customers’ situation and be responsible to handles the inquiries

・Be passionate and have motivation to offer the best values to the customers  and partners as service provider 

・Quickly adapt new technology or architecture and proactive to get the new        knowledge and technology skills 

・Always see the big picture of the things, be flexible and make effort  

 spontaneously in any situation. 


・Maintenance and operation internal FAQ 

・Track computer system issues through to resolution, within agreed time limits 

・Communicate and coordinate with customers and partners 

・Prepare accurate and timely reports  

・Analyze logs, system operation including data update or account creation 

Improve operation process to reduce the time of inquiries or issues itself with  PDCA cycle

Experiences and Skills Required


・BSc/BA in Computer Science, Engineering or related field or background in  

 software engineering 

・Properly escalate issues to appropriate internal teams and external partners ・Prioritize and manage several open issues by judging situations appropriately  ・Collect and analyze inquiries from customers, stakeholders and other teams  to propose best solutions 

・Excellent communication skills in any situations 

・Business level conversation and writing skills in both Japanese and English.



Optional Skills and Experiences


・Experience in technical support 
・Experience in system development and system design
・Experience in Project Management
・Experience in Product Management in E-Commerce Improve business  

 process in PCDA cycle Analyze issues based on qualitative and quantitative  data  

・Knowledge of travel and hospitality industry

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