Technical Support Engineer (6pm-3am EDT, Sunday-Thursday shift)

About Kustomer

Kustomer is the industry leading conversational CRM platform perfecting every customer experience.  Built with intelligent tools such as AI and Automation, no code-configuration and a connected data platform that unifies data from multiple sources through a single timeline, Kustomer empowers businesses to operate with greater efficiency and deliver more personalized service to customers across any channel, making every interaction more meaningful and memorable. Today, Kustomer is the core platform for leading brands like Abercrombie, Nuts.com, Skims, Turo, Priceline and Sweetgreen.

Kustomer was founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel and has raised over $200M in funding backed by leading VCs. Meta announced its intention to acquire Kustomer in 2020 and completed the transaction in 2022. Kustomer joined Meta’s Business Messaging Group to transform the way people and businesses communicate through modern messaging channels.  In 2023, Kustomer spun out from Meta as a standalone company backed by original partners, Battery, Redpoint and Boldstart Ventures, who have invested $60M in capital, ensuring Kustomer’s growth and success for many years to come. 

Our Krew is made up of passionate and collaborative people who really care about what they do and the people they help. We look for people who are dedicated to enhancing the customer service experience for everyone involved, as it's the core of what we do. We're growing our business with no plans of slowing down. We actively seek individuals who want to learn and be challenged every day. Kustomer has a strong NYC presence and is also a remote friendly company, with Krew members located throughout the US and United Kingdom. We believe in togetherness to help foster strong relationships, collaboration and communication, and our Krew  gets together for both KKO and Kamp Kustomer  each year.

About the Role

Our Customer Experience team is responsible for designing and delivering world-class experiences for our customers. We partner with our customers to understand their goals and work towards providing value while driving long-term relationships for mutual success. As a Technical Support Engineer, you are customer obsessed and show a strong sense of ownership and determination to get things done. In this role, you will serve as the bridge between Kustomer and the amazing people who use our product.

You'll be responsible for:

• Mastering the Kustomer platform in order to efficiently and effectively diagnose, troubleshoot and identify solutions to promptly resolve customer issues

• Taking ownership of customer issues and seeing problems through to resolution

• Partnering with customers to help them solve their unique and important problems while providing the best experience possible

• Researching, diagnosing, troubleshooting and identifying solutions to system issues

• Ensuring proper recording and closure of all issues

• Documenting technical knowledge in the form of notes, blogs, and KB articles for both internal and external audiences

• Providing step-by-step technical help, either written or verbal

• Empathizing with the customer’s perspective and providing the best solutions that are aligned with Kustomer’s core values

• Properly escalating unresolved issues to appropriate internal teams while providing clear steps to reproduce along with detailed troubleshooting steps

• Ad hoc client training on various features and capabilities of the Kustomer platform

• Participating in various team projects

• May involve handling sensitive personal data

• Available for shifts to ensure 24/5 coverage

• Available to work the following shift:

  • 6pm - 3am EDT (3pm - 12am PDT), Sunday - Thursday

• Available for on-call rotation during the weekend

Your qualifications:

• You possess 2+ years of experience in a similar role; experience with SaaS companies and startups a plus

• You have demonstrated understanding of the following languages: JavaScript, JSON, Rest API, HTML, React, and/or TypeScript but this does not mean you need to be a software engineer

• You have experience using developer tools, APIs and error logs to diagnose and troubleshoot client issues both with their network and software

• You are technically curious and strive to learn continuously. You enjoy problem solving and translating technical concepts across various customer profiles (Even if the problems aren’t well-defined, even if the usual solutions aren’t working, and even if it’s the fifth person you’ve helped solve that problem for today)

• You possess strong communication etiquette to ensure constructive, professional relationships with colleagues and customers, very comfortable with Zoom or Video meetings

Nice to have:

• You are actively learning about AI systems and Automation

• You are proficient with networking concepts such as TCP/IP, DNS, DHCP, and MX configuration

HIPAA Compliance

All roles at Kustomer may involve handling sensitive personal data.

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.

Diversity & Inclusion at Kustomer

Kustomer is committed to bringing together individuals from different backgrounds and perspectives.

We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together.We are proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, Veteran status, or any other legally protected status.

Disclaimer: Kustomer only contacts candidates from company email addresses ending in kustomer.com and does not seek funds from candidates in any circumstances.