CX Engineer (London)

Ketch; United States; Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health insurance

Unlimited PTO

10 paid holidays

Parental leave

Remote-friendly with flexible hours

Commuter benefits

Job summary

Ketch is seeking a technically minded customer-facing engineer to join our data permissioning platform team. You will guide customers through deployment, troubleshoot issues, and partner with engineering to translate feedback into improvements.

You’ll work remotely with flexible hours, applying JavaScript and API skills to help customers scale apps while ensuring data privacy compliance.

Qualifications

• Proficient in JavaScript and modern front-end technologies (HTML5, CSS3)
• Strong experience with RESTful and SOAP APIs and API integrations
• Experience with API testing tools like Postman and API troubleshooting
• Ability to adapt existing solutions for new business needs
• Familiarity with OAuth and API keys authentication
• Experience with testing on mobile platforms (Android Studio / Xcode)
• Awareness of AI technologies and applying them to support workflows
• Experience integrating third-party services and tools into apps

Responsibilities

• Facilitate end-to-end customer experience.
• Oversee and resolve critical technical issues affecting customers.
• Document and prioritize customer issues and coordinate with escalation teams.
• Provide expert guidance on deploying, scaling, and maintaining applications on the Ketch platform.
• Collaborate with engineering/product teams to advocate for customer needs.
• Develop technical expertise in product areas and share knowledge.
• Create knowledge base materials to improve operational efficiency.

Skills

JavaScript

HTML/CSS

REST APIs

API troubleshooting

Postman

Android Studio/Xcode

AI/LLMs

OAuth/API keys

Docker/Kubernetes

Cloud storage (S3/GCS)

Tools

React/Vue/Angular

Job description

Ketch is redefining responsible data use for the AI era. Thousands of brands rely on our software to responsibly collect, control, and activate compliant, clean data across their enterprise ecosystem. The Ketch Data Permissioning Platform simplifies privacy and consent operations, increases revenue from advertising, data, and AI initiatives, and builds trust with customers and partners. Unlike legacy tools that stop at cookie banners, Ketch governs how data is actually used across a company’s entire stack, with no-code setup that gets customers live in weeks, not quarters.

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: Proficient in JavaScript
• Priority: Advanced skills in developing dynamic and static websites using modern technologies such as HTML5, CSS3, JavaScript, and popular front-end frameworks like React, Angular, or Vue.js
• 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

Information collected and processed as part of any job applications you choose to submit is subject to Ketch’s Applicant and Employee Privacy Notice.

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.