Technical Support Engineer

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

About Kustomer

Kustomer is the AI-native customer experience platform that turns every interaction into a lasting relationship and a measurable business outcome. By unifying customer data, conversations and AI-native workflows into a single connected timeline, Kustomer helps teams cultivate customers, not tickets, resolving issues faster and delivering more personalized service across every channel. Today, Kustomer is the core platform for leading customer service brands like Sweetgreen, Starz, Vuori, Goldbelly and Cotopaxi.

Founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel, Kustomer raised nearly $200M in funding culminating in a Series E before being acquired by Meta in a deal that closed in 2022. In 2023, Kustomer's founders and original investors, Battery, Redpoint, and Boldstart Ventures, spun the company back out with a $60M investment as an independent, privately held business ready to focus more deeply on AI. In 2025, Norwest led our Series B, bringing our total funding to $90M. This momentum allowed Kustomer to double down on AI-native innovation and build a sharper roadmap for the future of customer experience. Our Krew is a remote-friendly team spread across the U.S. with hubs in NYC and London. We gather in person each year at our annual Kustomer Kick-Off event and always look for Krew members who are curious, collaborative, and ready to shape the future of Customer Experience.

About the Role

Kustomer’s AI agent resolves routine questions, and our support partners handle the next layer of straightforward requests. This role handles what’s left: complex, ambiguous technical issues across webhooks, APIs, workflows, integrations, and AI agent behavior. You’ll be the final escalation point before Engineering. You’ll also make Tier 1 and 2 stronger by turning each hard case into a runbook, a fix, or a product improvement.

You’ll be responsible for:

• 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

Required qualifications:

• 4+ years experience in technical support, developer support, or support engineering at a B2B SaaS company, including Tier 2/3 or escalation experience
• 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 escalation

Strongly preferred:

• Experience supporting or configuring AI agents or LLM-based products (prompting, knowledge sources, actions and tools, evaluating outputs)
• Experience with logging and monitoring tools (Datadog, Sentry, Kibana) and basic SQL or Python for data investigation
• Experience with CRM or CX platforms (Kustomer, Zendesk, Salesforce, Shopify) and their integrations
• A track record of building tooling or automation that reduced ticket volume

HIPAA Compliance

All roles at Kustomer may involve handling sensitive personal data.

Benefits

• Kustomeroffersanarrayofbenefitsincludingcompetitivesalaries and stockoptions. In the U.S. we offer 100% healthcare coverage, 401K, WiFi and Mobile reimbursement, and a generous vacation policy; in the UK we also offer pension, supplemental health insurance and other perks.

Diversity & Inclusion at Kustomer

Kustomer is committed to bringing together individuals from different backgrounds and perspectives.

We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together.We are proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, Veteran status, or any other legally protected status.

Candidate Privacy Notice

As a job applicant, you have the right to know and understand the categories of personal information we collect about you, and the purposes for which we use such personal information.

Disclaimer: Kustomer only contacts candidates from company email addresses ending in kustomer.com and does not seek funds from candidates in any circumstances.