About the Role
Kustomer’s AI agent resolves routine questions, and our support partners handle the next layer of straightforward requests. This role handles what’s left: complex, ambiguous technical issues across webhooks, APIs, workflows, integrations, and AI agent behavior. You’ll be the final escalation point before Engineering. You’ll also make Tier 1 and 2 stronger by turning each hard case into a runbook, a fix, or a product improvement.
You’ll be responsible for
Owning technical issues end to end, from reproduction through root cause and resolution, within defined SLAs
Diagnosing failures in webhooks, REST API integrations, workflows, and automations using logs, payloads, and developer tools
Troubleshooting AI agent behavior, such as misrouted or incorrect resolutions, knowledge gaps, and failed actions or integrations, and recommending configuration or knowledge fixes
Escalating to Engineering with clear reproduction steps, evidence, and impact, and following through to resolution
Identifying recurring issue patterns and partnering with Product and Engineering on fixes, tooling, and self-service improvements
Writing runbooks, troubleshooting guides, and escalation playbooks for our AI agent and BPO partners
Coaching and enabling Tier 1/2 and BPO team members on technical investigation
Providing technical communication during critical incidents and for premier support accounts
Joining the on-call rotation for critical events and premier support customers
Handling 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, and 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
Strongly preferred
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
HIPAA Compliance
All roles at Kustomer may involve handling sensitive personal data.
Benefits
Kustomer offers an array of benefits including competitive salaries and stock options. In the U.S. we offer 100% healthcare coverage, 401K, WiFi and Mobile reimbursement, and a generous vacation policy; in the UK we also offer pension, supplemental health insurance and other perks.
Diversity & Inclusion at Kustomer
Kustomer is committed to bringing together individuals from different backgrounds and perspectives.
We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together.We are proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, Veteran status, or any other legally protected status.
Candidate Privacy Notice https://www.kustomer.com/privacy/candidate-statement/
As a job applicant, you have the right to know and understand the categories of personal information we collect about you, and the purposes for which we use such personal information.
Disclaimer: Kustomer only contacts candidates from company email addresses ending in kustomer.com and does not seek funds from candidates in any circumstances.
