Senior Technical Support Engineer - AI SaaS (Remote)

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

Job summary

Kustomer is the AI-native customer experience platform that unifies data, conversations, and workflows into a single timeline. This remote-friendly company, backed by Norwest, has raised $90M and operates with teams across the U.S. and hubs in NYC and London.

As a Senior Technical Support Engineer, you will own complex issues end-to-end, diagnose webhook and API problems, and collaborate with Engineering to meet SLAs while advising on configuration fixes.

Qualifications

• 4+ years in technical support at a B2B SaaS company.
• Experience diagnosing webhook, REST API, and workflow failures.

Responsibilities

• Final escalation point before Engineering for complex technical issues.
• Own issues end-to-end from reproduction to resolution within SLAs.
• Diagnose webhook, REST API, and workflow failures using logs and tools.
• Troubleshoot AI agent behavior and recommend configuration fixes.

Skills

Technical support

SaaS

API & webhooks

Troubleshooting

Job description

Kustomer is the AI-native customer experience platform that unifies data, conversations, and workflows into a single timeline. This remote-friendly company, backed by Norwest, has raised $90M and operates with teams across the U.S. and hubs in NYC and London.

As a Senior Technical Support Engineer, you will own complex issues end-to-end, diagnose webhook and API problems, and collaborate with Engineering to meet SLAs while advising on configuration fixes.