[Hiring] Technical Support Engineer @Kustomer

Role Description

Kustomer’s AI agent resolves routine questions, and our support partners handle the next layer of straightforward requests. This role handles what’s left: complex, ambiguous technical issues across webhooks, APIs, workflows, integrations, and AI agent behavior. You’ll be the final escalation point before Engineering. You’ll also make Tier 1 and 2 stronger by turning each hard case into a runbook, a fix, or a product improvement.

• Owning technical issues end to end, from reproduction through root cause and resolution, within defined SLAs
• Diagnosing failures in webhooks, REST API integrations, workflows, and automations using logs, payloads, and developer tools
• Troubleshooting AI agent behavior, such as misrouted or incorrect resolutions, knowledge gaps, and failed actions or integrations, and recommending configuration or knowledge fixes
• Escalating to Engineering with clear reproduction steps, evidence, and impact, and following through to resolution
• Identifying recurring issue patterns and partnering with Product and Engineering on fixes, tooling, and self-service improvements
• Writing runbooks, troubleshooting guides, and escalation playbooks for our AI agent and BPO partners
• Coaching and enabling Tier 1/2 and BPO team members on technical investigation
• Providing technical communication during critical incidents and for premier support accounts
• Joining the on-call rotation for critical events and premier support customers
• Handling sensitive customer data appropriately

Qualifications

• 4+ years experience in technical support, developer support, or support engineering at a B2B SaaS company, including Tier 2/3 or escalation experience
• Hands-on experience debugging webhooks, REST APIs, and authentication, covering retries, rate limits, payload and schema issues, and idempotency
• Working proficiency in JavaScript/TypeScript and JSON, and comfort reading and writing API requests (Postman, curl, browser dev tools)
• Experience with workflow or automation platforms, such as rules engines, workflow builders, or iPaaS tools (Zapier, Workato)
• Strong written and verbal communication, including with developers and technical admins, and with Engineering during incidents
• Sound judgment on prioritization, severity, and when to escalate

Requirements

• Experience supporting or configuring AI agents or LLM-based products (prompting, knowledge sources, actions and tools, evaluating outputs)
• Experience with logging and monitoring tools (Datadog, Sentry, Kibana) and basic SQL or Python for data investigation
• Experience with CRM or CX platforms (Kustomer, Zendesk, Salesforce, Shopify) and their integrations
• A track record of building tooling or automation that reduced ticket volume
• HIPAA Compliance

Benefits

• Kustomer offers an array of benefits including competitive salaries and stock options.
• In the U.S. we offer 100% healthcare coverage, 401K, WiFi and Mobile reimbursement, and a generous vacation policy.
• In the UK we also offer pension, supplemental health insurance and other perks.