Technical Support Engineer

Employment Type: Full-Time Location Type: Remote Salary: [Salary information not provided]

About Kustomer

Kustomer is the industry-leading conversational CRM platform dedicated to perfecting every customer experience. Our platform is equipped 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.

Today, Kustomer serves as 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, securing $60M in capital from original partners Battery, Redpoint, and Boldstart Ventures, ensuring Kustomer’s continued growth and success.

Our Krew is comprised of passionate and collaborative individuals who are dedicated to enhancing the customer service experience for everyone. We actively seek individuals eager to learn and be challenged daily. Kustomer has a strong NYC presence and is a remote-friendly company, with Krew members located throughout the US and United Kingdom. We foster strong relationships, collaboration, and communication through regular team gatherings like KKO and Kamp Kustomer each year.

About the Role

Our Customer Experience team is responsible for designing and delivering world-class experiences for our customers. We partner with our clients to understand their goals, drive value, and cultivate long-term relationships for mutual success. As a Technical Support Engineer, you will be customer-obsessed, demonstrating a strong sense of ownership and determination to achieve results. In this role, you will serve as the crucial link between Kustomer and the individuals who utilize our product.

Responsibilities

• Master the Kustomer platform to efficiently and effectively diagnose, troubleshoot, and resolve customer issues promptly.
• Take ownership of customer issues and see problems through to resolution.
• Partner with customers to help them solve their unique and important problems, ensuring the best possible experience.
• Research, diagnose, troubleshoot, and identify solutions to system issues.
• Ensure proper recording and closure of all issues.
• Document technical knowledge in the form of notes, blogs, and KB articles for both internal and external audiences.
• Provide step-by-step technical assistance, both written and verbal.
• Empathize with the customer's perspective and provide solutions aligned with Kustomer’s core values.
• Properly escalate unresolved issues to appropriate internal teams, providing clear steps to reproduce and detailed troubleshooting information.
• Conduct ad-hoc client training on various features and capabilities of the Kustomer platform.
• Participate in various team projects.
• May involve handling sensitive personal data.
• Be available for shifts to ensure 24/5 coverage.
• Be available to work the following shift: 6pm - 3am EDT (3pm - 12am PDT), Sunday - Thursday.
• Be available for on-call rotation during the weekend.

Qualifications

• 2+ years of experience in a similar role; experience with SaaS companies and startups is a plus.
• Fluency in Spanish.
• Demonstrated understanding of the following [specific technical languages or concepts were not provided in the original text].