Senior Technical Support Engineer - AI & API Escalations

Kustomer; New York (NY); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Healthcare coverage (US)

401K

WiFi & Mobile reimbursement

Generous vacation policy

Pension (UK)

Job summary

Kustomer is hiring for a technical support engineer to own complex, escalation-level issues across webhooks, APIs, workflows, and AI agent behavior. You’ll contribute to runbooks and improve self-service while partnering with Engineering on root-cause fixes.

The role emphasizes communication, incident involvement, and a strong understanding of REST APIs, logs, and automation platforms. Remote-friendly team across the U.S.

Qualifications

• 4+ years experience in technical support, developer support, or support engineering at a B2B SaaS company
• 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

Responsibilities

• 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

Skills

Technical support

B2B SaaS

JavaScript/TypeScript

JSON

APIs

Communication

Tools

Postman

curl

Dev tools

Zapier

Workato

Datadog

Job description

Kustomer is hiring for a technical support engineer to own complex, escalation-level issues across webhooks, APIs, workflows, and AI agent behavior. You’ll contribute to runbooks and improve self-service while partnering with Engineering on root-cause fixes.

The role emphasizes communication, incident involvement, and a strong understanding of REST APIs, logs, and automation platforms. Remote-friendly team across the U.S.