Technical Support Engineer

The role

This person will handle complex technical issues involving webhooks, APIs, workflows, integrations, and AI agent behavior. They will act as the final escalation point before Engineering and create runbooks to strengthen Tier 1 and 2 support.

What you will do

• Own technical issues end to end from reproduction to resolution within SLAs
• Diagnose failures in webhooks, REST API integrations, workflows, and automations
• Troubleshoot AI agent behavior and recommend configuration or knowledge fixes
• Escalate to Engineering with reproduction steps, evidence, and impact
• Identify recurring issue patterns and partner with Product and Engineering on fixes
• Write runbooks, troubleshooting guides, and escalation playbooks
• 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

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
• 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 escalate

Nice to have

• 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

Benefits

• Competitive salaries
• Stock options
• 100% healthcare coverage in the U.S.
• 401K
• WiFi and Mobile reimbursement
• Generous vacation policy
• Pension in the UK
• Supplemental health insurance in the UK
• Other perks in the UK

About the company

Kustomer is an AI-native customer experience platform that unifies customer data, conversations and AI-native workflows. It is an independent, privately held business.