AI Platform Engineer

Employment Type: Full-Time Location Type: Remote

About Kustomer

Kustomer is the industry-leading conversational CRM platform designed to perfect every customer experience. Our platform is built with intelligent tools such as AI and Automation, no-code configuration, and a connected data platform that unifies data from multiple sources through a single timeline. Kustomer empowers businesses to operate with greater efficiency and deliver more personalized service to customers across any channel, making every interaction more meaningful and memorable.

Kustomer is the core platform for leading brands like Abercrombie, Nuts.com, Skims, Turo, Priceline, and Sweetgreen. Founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel, Kustomer has raised over $200M in funding backed by leading VCs. Meta announced its intention to acquire Kustomer in 2020 and completed the transaction in 2022, integrating Kustomer into Meta’s Business Messaging Group to transform how people and businesses communicate through modern messaging channels. In 2023, Kustomer spun out from Meta as a standalone company backed by original partners, Battery, Redpoint, and Boldstart Ventures, who invested $60M in capital to ensure Kustomer’s continued growth and success.

Our Krew consists of passionate and collaborative individuals dedicated to enhancing the customer service experience. We actively seek individuals who are eager to learn and be challenged daily. Kustomer has a strong NYC presence and is also a remote-friendly company, with Krew members located throughout the US and the United Kingdom. We believe in togetherness to foster strong relationships, collaboration, and communication, and our Krew gathers for both KKO and Kamp Kustomer each year.

About the Role

Kustomer is seeking an AI Platform Engineer to architect and build the next generation of our agentic customer service platform. This role sits at the intersection of AI systems engineering, distributed computing, and semantic data processing. You will drive the development of autonomous AI agents, intelligent tool integrations, and the observability infrastructure that powers our AI-first platform. This position requires a deep understanding of agentic architectures, modern AI frameworks, and the ability to envision and implement the future of human-AI collaborative systems.

What We're Seeking

We seek engineers who combine technical excellence with genuine passion for their craft. Our ideal candidate is someone who approaches challenges with curiosity and intrinsic motivation, working on problems because they find the work genuinely engaging and meaningful.

You should be:

• Detail-oriented, professional, and bring a structured approach to your work.
• Open-minded and adaptable to new technologies and methodologies.
• Hard-working with high personal standards, driven by ambition to grow technically and professionally.
• Passionate about the technology space, particularly AI and automation.
• Excited about the problems we're solving and eager to contribute to innovative solutions.

If you take ownership of your work, approach challenges with intellectual curiosity, and thrive in environments where your passion for technology directly impacts product development, we'd love to hear from you.

What You'll Do

• Design and implement agentic systems across our three core focus areas: AI Engine architecture, Tools & Integrations, and Configuration & Observability.
• Build autonomous AI agents with sophisticated reasoning capabilities and agent-to-agent communication.