About the RoleKustomer's AI agent resolves routine questions, and our support partners handle the next layer of straightforward requests. This role handles what's left: complex, ambiguous technical issues across webhooks, APIs, workflows, integrations, and AI agent behavior. You'll be the final escalation point before Engineering. You'll also make Tier 1 and 2 stronger by turning each hard case into a runbook, a fix, or a product improvement.
You'll be responsible for:- Owning technical issues end to end, from reproduction through root cause and resolution, within defined SLAs
- Diagnosing failures in webhooks, REST API integrations, workflows, and automations using logs, payloads, and developer tools
- Troubleshooting AI agent behavior, such as misrouted or incorrect resolutions, knowledge gaps, and failed actions or integrations, and recommending configuration or knowledge fixes
- Escalating to Engineering with clear reproduction steps, evidence, and impact, and following through to resolution
- Identifying recurring issue patterns and partnering with Product and Engineering on fixes, tooling, and self-service improvements
- Writing runbooks, troubleshooting guides, and escalation playbooks for our AI agent and BPO partners
- Coaching and enabling Tier 1/2 and BPO team members on technical investigation
- Providing technical communication during critical incidents and for premier support accounts
- Joining the on-call rotation for critical events and premier support customers
- Handling sensitive customer data appropriately
Required qualifications:- 4+ years experience in technical support, developer support, or support engineering at a B2B SaaS company, including Tier 2/3 or escalation experience
- Hands-on experience debugging webhooks, REST APIs, and authentication, covering retries, rate limits, payload and schema issues, and idempotency
- Working proficiency in JavaScript/TypeScript and JSON, and comfort reading and writing API requests (Postman, curl, browser dev tools)
- Experience with workflow or automation platforms, such as rules engines, workflow builders, or iPaaS tools (Zapier, Workato)
- Strong written and verbal communication, including with developers and technical admins, and with Engineering during incidents
- Sound judgment on prioritization, severity, and when to escalate
Strongly preferred:- Experience supporting or configuring AI agents or LLM-based products (prompting, knowledge sources, actions and tools, evaluating outputs)
- Experience with logging and monitoring tools (Datadog, Sentry, Kibana) and basic SQL or Python for data investigation
- Experience with CRM or CX platforms (Kustomer, Zendesk, Salesforce, Shopify) and their integrations
- A track record of building tooling or automation that reduced ticket volume
HIPAA ComplianceAll roles at Kustomer may involve handling sensitive personal data.
BenefitsKustomer offers an array of benefits including competitive salaries and stock options. In the U.S. we offer 100% healthcare coverage, 401K, WiFi and Mobile reimbursement, and a generous vacation policy; in the UK we also offer pension, supplemental health insurance and other perks.
