Welcome to Kustomer!

Are you someone who thrives on solving intricate puzzles, someone who gets a genuine thrill from helping others navigate complex technical challenges? Here at Kustomer, we believe that every customer interaction is an opportunity to build a lasting relationship, not just close a ticket. We're on the hunt for a sharp, empathetic Technical Support Engineer to join our Krew, bringing their expertise to empower our users and ensure their experience with our cutting-edge AI-native platform is nothing short of exceptional. If you’re ready to make a tangible impact and contribute to a company at the forefront of customer experience innovation, we’d love to connect.

Overview

Kustomer stands as the premier AI-native customer experience platform, designed to transform every single interaction into a significant relationship and a clear business outcome. We achieve this by unifying customer data, conversations, and AI-driven workflows into one seamless, connected timeline. Our platform enables teams to truly cultivate customers, moving beyond mere issue resolution to deliver personalized, swift service across all channels. Trusted by leading brands such as Sweetgreen, Starz, and Vuori, Kustomer is redefining what's possible in customer service.

After our spin-out from Meta, propelled by substantial investment, Kustomer is now an independent, privately held business deeply committed to AI innovation. This moment represents a fantastic opportunity to join a well-funded, rapidly evolving company with a sharp roadmap for the future of CX. As a fully remote organization, we embrace talent from around the globe. This Technical Support Engineer role is a worldwide opportunity, inviting you to contribute to our mission from wherever you are.

Key Responsibilities

Your day-to-day work will involve a variety of critical tasks, ensuring our customers receive top-tier support:

Diagnose and Resolve: You will troubleshoot and resolve complex technical issues related to Kustomer's platform, including API integrations, custom workflows, and front-end application behavior.
Customer Advocacy: Act as a primary point of contact for our customers, providing professional, timely, and empathetic support through various channels.
Collaborate Internally: Work closely with our Engineering and Product teams, relaying customer feedback and escalating critical bugs or feature requests effectively.
Knowledge Sharing: Contribute to our internal and external knowledge bases, creating clear and comprehensive documentation, troubleshooting guides, and FAQs.
Proactive Learning: Continuously expand your product expertise, staying current with new features, releases, and best practices within the Kustomer platform.
Problem Prevention: Identify recurring issues and work towards systemic solutions, aiming to reduce future support requests.

Requirements

We are seeking a candidate with a strong foundation in technical support and a passion for customer success:

Proven Experience: At least 2-3 years of professional experience in a Technical Support or similar role, preferably within a SaaS environment.
Technical Aptitude: Familiarity with web technologies (HTML, CSS, JavaScript) and experience troubleshooting API interactions, understanding JSON structures, and interpreting logs.
Analytical Skills: Exceptional problem-solving abilities, with a methodical approach to identifying root causes and developing effective solutions.
Communication Excellence: Outstanding written and verbal communication skills, capable of explaining complex technical concepts clearly to both technical and non-technical audiences.
Customer Focus: A genuine dedication to providing an excellent customer experience, demonstrating patience and empathy.
Independent Work Ethic: Ability to manage multiple priorities and work autonomously in a fast-paced, fully remote environment.
Team Player: A collaborative spirit, eager to share knowledge and contribute to team success.

What You'll Gain

Joining Kustomer means becoming part of a forward-thinking team that values innovation and impact:

Shape the Future of CX: Play a pivotal role in delivering an AI-native customer experience platform that is truly transforming how businesses connect with their customers.
Continuous Growth: Opportunities for professional development, learning new technologies, and advancing your career in a dynamic, rapidly evolving industry.
Impactful Work: Your contributions will directly influence customer satisfaction and success, seeing the real-world impact of your efforts.
Vibrant Culture: Work within a supportive, collaborative, and remote-friendly Krew that celebrates diverse perspectives and innovative thinking.
Cutting-Edge Technology: Engage with and contribute to an exciting product roadmap focused on advanced AI capabilities.