Technical Support Engineer

Position Overview

• Location Type: Remote
• Job Type: Full-Time
• Salary: Not specified

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.

About Kustomer

Kustomer was founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel and 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. Kustomer joined Meta’s Business Messaging Group to transform the way 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 really care about what they do and the people they help. We look for people who are dedicated to enhancing the customer service experience for everyone involved, as it's the core of what we do. We're growing our business with no plans of slowing down. We 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 United Kingdom. We believe in togetherness to help foster strong relationships, collaboration, and communication, and our Krew gets together for both 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 customers to understand their goals and work towards providing value while driving long-term relationships for mutual success. As a Technical Support Engineer, you are customer-obsessed and show a strong sense of ownership and determination to get things done. In this role, you will serve as the bridge between Kustomer and the amazing people who use our product.

Responsibilities

• Mastering the Kustomer platform in order to efficiently and effectively diagnose, troubleshoot, and identify solutions to promptly resolve customer issues.
• Taking ownership of customer issues and seeing problems through to resolution.
• Partnering with customers to help them solve their unique and important problems while providing the best experience possible.
• Researching, diagnosing, troubleshooting, and identifying solutions to system issues.
• Ensuring proper recording and closure of all issues.
• Documenting technical knowledge in the form of notes, blogs, and KB articles for both internal and external audiences.
• Providing step-by-step technical help, either written or verbal.
• Empathizing with the customer’s perspective and providing the best solutions that are aligned with Kustomer’s core values.
• Properly escalating unresolved issues to appropriate internal teams while providing clear steps to reproduce along with detailed troubleshooting steps.
• Providing ad hoc client training on various features and capabilities of the Kustomer platform.
• Participating in various team projects.
• May involve handling sensitive personal data.
• Available for shifts to ensure 24/5 coverage.
• Available to work the following shift: 9am - 6pm EST, Monday - Friday (East Coast team).
• Available for on-call rotation during the weekend.

Requirements

• 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 languages: [Languages not specified]