Technical Support Engineer

Job not on LinkedIn

🔥 29 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 10%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Kustomer

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2015

☁️ SaaS

🤝 B2B

🤖 Artificial Intelligence

💰 $60M Venture Round on 2023-05

SaaS • B2B • Artificial Intelligence

Kustomer is a customer service platform that combines CRM, ticketing, and artificial intelligence to deliver a comprehensive solution for efficient and personalized customer experience management. The platform offers self-service options for customers, empowering them with instant solutions, and provides tools for agents to deliver exceptional service. Kustomer harnesses the power of AI to automate and optimize customer queries and interactions across multiple channels, ensuring secure and seamless experiences for both customers and service agents. The company's AI-driven approach enhances customer satisfaction and operational efficiency.

📋 Description

• Own technical issues end to end, from reproduction through root cause and resolution, within defined SLAs • Diagnose failures in webhooks, REST API integrations, workflows, and automations using logs, payloads, and developer tools • Troubleshoot AI agent behavior, including misrouted or incorrect resolutions, knowledge gaps, and failed actions or integrations • Recommend configuration or knowledge fixes for AI agent issues • Escalate to Engineering with clear reproduction steps, evidence, and impact, and follow through to resolution • Identify recurring issue patterns and partner with Product and Engineering on fixes, tooling, and self-service improvements • Write runbooks, troubleshooting guides, and escalation playbooks for AI agents and BPO partners • Coach and enable Tier 1/2 and BPO team members on technical investigation • Provide technical communication during critical incidents and for premier support accounts • Join the on-call rotation for critical events and premier support customers • Handle sensitive customer data appropriately

🎯 Requirements

• 4+ years experience in technical support, developer support, or support engineering at a B2B SaaS company • Tier 2/3 or escalation experience • Hands-on experience debugging webhooks, REST APIs, and authentication • Knowledge of retries, rate limits, payload and schema issues, and idempotency • Working proficiency in JavaScript/TypeScript and JSON • Comfort reading and writing API requests using Postman, curl, and browser developer tools • Experience with workflow or automation platforms such as rules engines, workflow builders, or iPaaS tools including Zapier and Workato • Strong written and verbal communication with developers, technical administrators, and Engineering during incidents • Sound judgment on prioritization, severity, and escalation • Experience supporting or configuring AI agents or LLM-based products • Experience with prompting, knowledge sources, actions and tools, and evaluating outputs • Experience with logging and monitoring tools such as Datadog, Sentry, and Kibana • Basic SQL or Python for data investigation • Experience with CRM or CX platforms such as Kustomer, Zendesk, Salesforce, and Shopify and their integrations • Track record of building tooling or automation that reduced ticket volume • Ability to handle sensitive customer data appropriately

🏖️ Benefits

• Competitive salaries • Stock options • 100% healthcare coverage in the U.S. • 401K • WiFi reimbursement • Mobile reimbursement • Generous vacation policy • Pension in the UK • Supplemental health insurance in the UK • Other perks • Remote-friendly work arrangement • Annual in-person Kustomer Kick-Off event

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