Hibiki Shibata Technical Support Engineer

EXPERIENCES

• Internal Tool Development:
  Designed and implemented internal microservices using TypeScript, Python, and Docker to automate routine tasks and improve operational efficiency.
• System Debugging & Incident Analysis:
  Investigated software issues by analyzing system logs using Datadog and other monitoring tools. Clearly documented findings to assist engineering teams in resolving bugs effectively.
• Data Analytics & Reporting:
  Responded to business team requests by extracting and analyzing data using SQL queries to support strategic decision-making.
• Technical Support:
  Managed and resolved hundreds of technical inquiries and requests from both internal stakeholders and external partners, including bug reports, POS integrations, feature requests, and system behavior clarifications.
• Access & Device Management:
  Acted as an administrator for internal tools and systems (e.g., Google Workspace), assessing access requests against compliance and security policies and making access control decisions accordingly.
• Legal & Compliance Support:
  Collaborated with law enforcement by securely retrieving and delivering relevant data from internal systems and databases in response to official police inquiries.

- Description -

In this role, I led the transition of the division from a Japan-local operation to integration with the Global team, taking ownership of internal technical support across a wide range of systems and tools. While fulfilling the responsibilities of technical support, I went beyond typical Help Desk duties by actively developing internal tools and microservices (using TypeScript, Python, Docker, and more) to automate tasks and improve operational efficiency. I collaborated closely with global product teams, including software engineers and product leads, handling a broad spectrum of issues from technical troubleshooting to supporting compliance and legal data requests. My daily work required strong technical analysis skills, direct system investigations, and SQL-based data operations. Operating mainly in English, I developed a natural fluency in communicating across multicultural teams. In short, my role served as a technical bridge between business operations and the product engineering teams, enabling smoother collaboration and more efficient workflows through both support and self-driven software development initiatives.

• Users support:
• Courier partners support:
• Restaurants partners support:

( Online chat support, Phone support, Japanese/English )

- Description -

I joined Wolt as a Support Associate immediately after graduating, initially with the goal of saving for future university studies. In this full-time role, I was responsible for supporting both customers and company partners, managing a wide range of inquiries, resolving issues, and facilitating effective communication between all parties. Over time, through exposure to Wolt’s culture and talent—particularly within the Product+ organization—I developed a strong interest in the technology and product development space. Motivated and inspired by the work of the Product+ team, I decided to pursue a more technical career path within the company, ultimately applying for and transitioning into a role where I could contribute using my technical skills.