Job Description

Employment Type: Full-Time Location Type: Remote Salary: Not Specified

About Kustomer

Kustomer is the industry-leading conversational CRM platform dedicated to perfecting 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, joining 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 have invested $60M in capital, ensuring Kustomer’s growth and success for many years to come.

Our Krew is made up of passionate and collaborative people who genuinely care about what they do and the people they help. We seek individuals dedicated to enhancing the customer service experience for everyone involved, as it's the core of our mission. We are growing our business with no plans of slowing down and actively seek individuals who want to learn and be challenged every day. 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 gets together for both KKO and Kamp Kustomer each year.

About the Role

The Kustomer TechOps team is unique and we embrace it. We are not just here to fix issues; we own much of Kustomer’s internal tech stack, help connect and streamline systems, and collaborate closely with teams across the company to automate and improve how our Krew works. Whether it's solving a problem, rolling out a new tool, or proactively building self-service solutions, we strive to make technology easier, smarter, and more empowering for the Krew.

Eventually, you will have the freedom to explore beyond your primary responsibilities. This could include prototyping internal tools such as the Kustomer app, contributing to cross-functional projects, or diving into new technologies. We believe the best ideas stem from curiosity, not job titles. If you enjoy solving complex problems, want to own tools and processes, and want to work at the intersection of support, systems, and strategy, you will thrive here.

Reporting directly to the Head of TechOps and Security, the TechOps Systems Engineer will be responsible for:

• Zero Ticket Philosophy: Proactively eliminate friction through smart automation, intuitive self-service, and thoughtful system design. Our goal is to minimize the time our Krew spends waiting on support, allowing them more time to focus on building scalable solutions that drive the business forward.
• Issue Resolution: Deliver rapid, high-quality resolution for a range of technical challenges, from day-to-day requests to complex escalations. Drive deflection through smart knowledge base design and automation.
• Hardware Management: Manage and maintain a streamlined hardware operation, including Mac provisioning, zero-touch onboarding, remote logistics, repairs, and inventory lifecycle.
• SaaS Ecosystem Management: Champion a tightly integrated SaaS ecosystem including Google Workspace, Slack, Zoom, Okta, 1Password, Jamf Pro, and Kolide.
• Technical Improvement Initiatives: Drive initiatives to identify opportunities to automate, secure, and scale the TechOps function with a proactive mindset and a builder’s approach.
• Partnerships: Partner with teams across the company... (Content truncated)