Senior Technical Support Engineer - Escalations & Integrations

Kustomer; United States; Remote; USD 110,000 - 150,000; Full time

Benefits offered by this job

Competitive salary

Stock options

100% healthcare coverage (US)

401K matching

Reimbursement (WiFi & mobile)

Job summary

Kustomer is seeking a skilled Technical Support Engineer to own complex issues end to end, from reproduction to resolution, across webhooks, APIs, and AI agent behavior. You will document runbooks and contribute to self-service improvements while collaborating with Engineering.

Join a remote-friendly, US-centric team that values clear technical communication, incident management, and a strong focus on reducing ticket volume through tooling and automation.

Qualifications

• 4+ years in technical support or support engineering at a B2B SaaS company, incl. Tier 2/3 escalation.
• Experience debugging webhooks, REST APIs, authentication including retries, rate limits, payload/schema issues, idempotency.
• Strong written and verbal communication with developers and Engineering during incidents.
• Comfort reading/writing API requests (Postman, curl, browser dev tools).

Responsibilities

• Own technical issues end to end from reproduction to root cause and resolution within SLAs.
• Diagnose failures in webhooks, REST APIs, workflows, and automations using logs and developer tools.
• Troubleshoot AI agent behavior; propose configuration or knowledge fixes.
• Escalate to Engineering with clear steps and evidence, and follow through to resolution.
• Create runbooks, troubleshooting guides, and escalation playbooks.
• Coach Tier 1/2 and BPO teams on technical investigations.
• Provide technical communication during critical incidents and for premier accounts.
• Join on-call rotation for critical events.
• Handle sensitive customer data appropriately.

Skills

Technical Support

B2B SaaS

Tier 2/3 Escalation

API Debugging

JavaScript/TypeScript

JSON

Postman/cURL

Communication

Education

Bachelor's degree in Computer Science or related field

Tools

Postman

curl

Browser Dev Tools

Datadog

Sentry

Kibana

SQL

Python

Job description

Kustomer is seeking a skilled Technical Support Engineer to own complex issues end to end, from reproduction to resolution, across webhooks, APIs, and AI agent behavior. You will document runbooks and contribute to self-service improvements while collaborating with Engineering.

Join a remote-friendly, US-centric team that values clear technical communication, incident management, and a strong focus on reducing ticket volume through tooling and automation.