Technical Support Engineer

Kustomer • New York, NY

1d

About The Position

Kustomer is hiring a Technical Support Engineer to resolve complex, ambiguous technical issues across webhooks, APIs, workflows, integrations, and AI agent behavior. The role serves as the final escalation point before Engineering and strengthens Tier 1 and Tier 2 support by turning difficult cases into runbooks, fixes, or product improvements. The engineer owns issues from reproduction through root cause analysis and resolution, troubleshoots AI agent behavior, and partners with Engineering and Product to address recurring problems. The role also supports AI agent and BPO partners through documentation and coaching, communicates during critical incidents and for premier support accounts, participates in an on-call rotation for critical events and premier support customers, and handles sensitive customer data appropriately.

Requirements

• 4+ years of 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, including retries, rate limits, payload and schema issues, and idempotency.
• Working proficiency in JavaScript/TypeScript and JSON, and comfort reading and writing API requests using tools such as Postman, curl, and browser developer tools.
• Experience with workflow or automation platforms, such as rules engines, workflow builders, or iPaaS tools such as Zapier or Workato.
• Strong written and verbal communication skills, including communication with developers, technical administrators, and Engineering during incidents.
• Sound judgment in prioritization, severity assessment, and deciding when to escalate.

Nice To Haves

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

Responsibilities

• 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, and recommend configuration or knowledge fixes.
• Escalate issues 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 the AI agent 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.

Benefits

• Competitive salaries and stock options.
• In the U.S., 100% healthcare coverage, 401K, WiFi and Mobile reimbursement, and a generous vacation policy.
• In the UK, pension, supplemental health insurance, and other perks.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed