Senior Software Engineer - Customer Agent

Klaviyo•Boston, MA

4d•$148,000 - $222,000

About The Position

Our team is looking for a Senior Full Stack Engineer to help build the future of Customer Agent, Klaviyo’s AI-native conversational platform. In this role, you’ll play a critical part in shaping how autonomous service, AI-driven support, and agentic commerce experiences evolve at scale across millions of customer interactions. You’ll work across the stack to design, build, and scale systems that power intelligent workflows, conversational experiences, tools integrations, retrieval systems, onboarding flows, observability, and multi-channel customer engagement. You’ll help develop both foundational platform capabilities and customer-facing experiences that enable brands to launch, customize, and continuously improve their own highly-configurable AI agents. As a Senior Engineer, you’ll tackle complex technical and product challenges, develop multiple solution paths, and evaluate business and architectural trade-offs to determine the best approach. You’ll also act as a technical leader and mentor, driving engineering quality, execution, and decision-making across projects. Additionally, you’ll be responsible for deploying well-designed, thoroughly tested solutions that prioritize reliability, scalability, and customer impact. The Customer Agent team is building one of Klaviyo’s most ambitious and strategic product areas: an extensible AI platform that enables brands to deliver personalized, autonomous customer experiences across channels like chat, email, SMS, and beyond. We operate with high ownership, rapid iteration cycles, and a strong bias toward execution. Every engineer is expected to think holistically about customer outcomes, collaborate deeply across engineering, product, design, data science, and go-to-market teams, and push beyond traditional role boundaries to help the team move faster. Success in this role means shipping high-quality systems quickly, contributing to foundational platform decisions, improving the intelligence and reliability of our agent experiences, and helping define how AI-powered customer engagement evolves at Klaviyo.

Requirements

A proven track record of building high-quality products and systems, with pride in writing clean, maintainable, high-quality code.
7+ years of experience in a software engineering role.
Strong experience developing end-to-end software solutions or extensive experience across both front-end and back-end technologies.
Experience building scalable, customer-facing systems in fast-moving product environments - we operate like a startup inside of Klaviyo.
Experience leading projects and being accountable for technical and business outcomes.
Experience mentoring team members or driving initiatives that help the team grow and learn new skills.
Experience conducting code reviews and maintaining a robust testing and deployment cycle.
Curiosity and enthusiasm for AI-native product development, including practical experience experimenting with LLMs, AI tooling, or agentic workflows in professional or personal projects.
Excitement about leveraging AI to improve engineering velocity, customer experiences, and operational workflows.
A strong product mindset and willingness to collaborate cross-functionally to solve ambiguous problems with urgency and pragmatism.

Nice To Haves

Skills with Python and related technologies.
Skills with React and related technologies.
Experience building conversational AI systems, workflow engines, or agentic platforms.
Experience with retrieval systems, embeddings, eval frameworks, or LLM orchestration patterns.
Experience building cloud-native solutions, ideally with AWS.
Experience developing customer support, commerce, marketing, or customer data software solutions.
Experience with machine learning systems or AI infrastructure.
Experience building multi-tenant or highly configurable SaaS platforms.
Familiarity with observability, tracing, experimentation, or AI quality/evaluation tooling.

Responsibilities

Design, build, and scale systems that power intelligent workflows, conversational experiences, tools integrations, retrieval systems, onboarding flows, observability, and multi-channel customer engagement.
Develop both foundational platform capabilities and customer-facing experiences that enable brands to launch, customize, and continuously improve their own highly-configurable AI agents.
Tackle complex technical and product challenges, develop multiple solution paths, and evaluate business and architectural trade-offs to determine the best approach.
Act as a technical leader and mentor, driving engineering quality, execution, and decision-making across projects.
Deploy well-designed, thoroughly tested solutions that prioritize reliability, scalability, and customer impact.
Think holistically about customer outcomes.
Collaborate deeply across engineering, product, design, data science, and go-to-market teams.
Push beyond traditional role boundaries to help the team move faster.
Ship high-quality systems quickly.
Contribute to foundational platform decisions.
Improve the intelligence and reliability of our agent experiences.
Help define how AI-powered customer engagement evolves at Klaviyo.