Kustomer - Technical Support Engineer

• 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 Compliance • All roles at Kustomer may involve handling sensitive personal data.