Technical Support Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Take full ownership of technical issues from reproduction to resolution within established SLAs.

• Diagnose problems in webhooks, REST API integrations, workflows, and automations by utilizing logs, payloads, and developer tools.

• Troubleshoot AI agent performance, including misrouted responses, incorrect resolutions, knowledge gaps, and failed actions or integrations.

• Suggest configuration or knowledge enhancements for AI agent-related issues.

• Escalate issues to Engineering with comprehensive reproduction steps, supporting evidence, and impact assessment, and ensure follow-through to resolution.

• Identify recurring issue trends and collaborate with Product and Engineering on solutions, tooling, and self-service enhancements.

• Create runbooks, troubleshooting guides, and escalation procedures for AI agents and BPO partners.

• Mentor and empower Tier 1/2 and BPO team members in conducting technical investigations.

• Provide technical communication during critical incidents and for premier support accounts.

• Participate in the on-call rotation for critical events and premier support clients.

• Manage sensitive customer data with care and compliance.

⛳️ Requirements

• Minimum of 4 years of experience in technical support, developer support, or support engineering within a B2B SaaS environment.

• Experience at Tier 2/3 or in escalation roles.

• Practical experience debugging webhooks, REST APIs, and authentication mechanisms.

• Strong understanding of retries, rate limits, payload and schema issues, and idempotency principles.

• Proficient in JavaScript/TypeScript and JSON.

• Comfortable creating and interpreting API requests using Postman, curl, and browser developer tools.

• Familiarity with workflow or automation platforms such as rules engines, workflow builders, or iPaaS tools like Zapier and Workato.

• Excellent written and verbal communication skills with developers, technical administrators, and Engineering during incidents.

• Sound judgment regarding prioritization, severity, and escalation of issues.

• Experience in supporting or configuring AI agents or LLM-based products.

• Knowledge of prompting, knowledge sources, actions and tools, and evaluating AI outputs.

• Familiarity with logging and monitoring tools such as Datadog, Sentry, and Kibana.

• Basic knowledge of SQL or Python for data analysis.

• Experience with CRM or CX platforms like Kustomer, Zendesk, Salesforce, and Shopify, including their integrations.

• Proven track record of developing tools or automation that effectively reduced ticket volume.

• Ability to manage sensitive customer data responsibly.

🏝️ Benefits

• Competitive salaries.

• Stock options.

• 100% healthcare coverage in the U.S.

• 401K retirement plan.

• WiFi reimbursement.

• Mobile reimbursement.

• Generous vacation policy.

• Pension plan in the UK.

• Supplemental health insurance in the UK.

• Additional perks.

• Remote-friendly work environment.

• Annual in-person Kustomer Kick-Off event.