CX Engineer

Wwshemi; Greater London; Hybrid; GBP 70,000 - 90,000; Full time

Benefits offered by this job

Healthcare benefits

Unlimited PTO

Public holidays

Parental leave

Remote-friendly with flexible hours

Commuter benefits

Job summary

Ketch is seeking a customer-focused technical contributor to manage end-to-end customer experiences and resolve critical issues across APIs and integrations. You will guide deployments, scale applications, and partner with engineering to advocate for customer needs.

Seekers should show proficiency with REST/SOAP, Postman, AI-enabled workflows, and cloud storage. A remote-friendly role with collaboration across teams is offered.

Qualifications

• Strong expertise in RESTful and SOAP APIs and ability to address issues in existing API integrations.
• Ability to tailor pre-existing solutions for websites, mobile apps, and integrations to meet business requirements.
• Experience scripting to automate processes and improve system efficiency.
• Proficient with Postman for API testing and troubleshooting.
• Experience troubleshooting cross-platform mobile apps using Android Studio and Xcode.
• Ability to leverage AI technologies (LLMs, AI agents) to support workflows.
• Experience integrating third-party services and tools (OAuth, API keys, authentication).
• Nice to have: understanding of scalable distributed systems and container orchestration (Docker, Kubernetes, Helm).
• Experience with DB technologies (Oracle, MySQL, Postgres, MongoDB) and storage (S3, Google Cloud Storage).
• Strong ability to build relationships across R&D, sales, and engineering.
• Excellent oral, written, presentation, and interpersonal skills.

Responsibilities

• Facilitate the complete end-to-end customer experience.
• Oversee and run the resolution of critical technical issues, ensuring prompt problem-solving for technical and business challenges.
• Research, document, and prioritize customer issues using internal tools and escalation teams; manage time effectively in a fast-paced environment.
• Provide expert guidance to customers on deploying, scaling, and maintaining applications on the Ketch platform.
• Collaborate with engineering and product teams to advocate for customer needs and improve services.
• Develop and maintain technical expertise in product areas and apply it to assist customers.
• Create knowledge base materials to improve operational efficiency and empower the support community.

Skills

RESTful APIs

SOAP APIs

API integrations

Postman

Android Studio

Xcode

AI-enabled workflows

OAuth / API keys

Authentication protocols

Container orchestration (Docker, Helm,

Tools

Docker

Kubernetes

Helm

Job description

As privacy regulations expand across the globe and AI transforms how companies use data, the demand for what Ketch has built has never been greater. Data privacy sits at the intersection of law, technology, and consumer trust, making it one of the most exciting and fastest-moving fields in software today.

Why Join Us?

At Ketch, we’re serious about our values of passion, growth, grit, collaboration, and integrity. We’re a 65-person, Series B company backed by top-tier investors, and we’re looking for people who want to do the best work of their careers while shaping how the world handles data responsibly. We’re a rapidly growing, fast-paced, mission-based organization filled with a passionate, close-knit team all operating at the top of their game.

Benefits and Perks

• Competitive medical, dental, and vision coverage, with 100% of premiums paid for US-based full-time employees
• Unlimited PTO, with employees encouraged to take at least 15 days a year
• 10 paid company holidays
• Paid parental leave
• Remote-friendly with flexible scheduling built around core collaboration hours
• Commuter benefits for office-based employees

What will your day-to-day look like

• Facilitate the complete end-to-end customer experience.
• Oversee and run the resolution of critical technical issues, ensuring prompt and complete problem-solving to technical challenges and business issues.
• Demonstrate the ability to research, document, and prioritize customer issues, leveraging internal tools and escalation teams as necessary, as well as prioritizing and managing time effectively in a fast-paced environment.
• Provide expert guidance to customers on best practices for deploying, scaling, and maintaining applications on the Ketch platform.
• Work closely with the engineering and product teams to elevate and advocate for customer needs, contributing to improving Ketch’s services.
• Develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively to help customers.
• Create knowledge base materials dedicated towards operational efficiency, while also empowering and enabling the greater support community.

Skills and Qualifications

• Priority: Strong expertise in RESTful and SOAP APIs, capable of identifying and addressing issues in existing API integrations, enhancing data flow, security, and efficiency.
• Proficient in tailoring pre-existing solutions, including websites, mobile apps, and integrations, to meet specific business requirements without requiring extensive redevelopment.
• Experience enabling the modification of scripts to automate processes, enhance system efficiency, and address specific needs.
• Adept at utilizing Postman to test and troubleshoot APIs, ensuring correct functionality, identifying anomalies, and making necessary adjustments
• Experience in troubleshooting cross-platform mobile applications using Android Studio and Xcode
• Ability to leverage AI technologies, including large language models (LLMs), AI agents, and automation platforms, with the proficiency to apply them to support workflows and operational improvements
• Extensive experience in integrating third-party services and tools into applications, enhancing functionality and providing additional features. Familiar with OAuth, API keys, and authentication protocols
• Nice to have: Understanding of scalable distributed systems and experience with Container Orchestration (Docker, Kubernetes, Helm) is a plus
• Experience in leveraging DB technologies including Oracle, MySQL, Postgres, MongoDB etc and storage technologies like Amazon S3 and Google Cloud Storage is a plus
• Ability to build relationships across stakeholders in R&D, sales, and engineering
• Excellent oral, written, presentation, and interpersonal skills

Ketch is proud to be an equal opportunity employer. We are committed to building a workforce that is representative of the users we serve, creating a culture of belonging, and providing an equal employment opportunity regardless of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, criminal histories consistent with legal requirements, or any other basis protected by law.

Ketch is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.