[All remote jobs](https://jobicy.com/jobs.md)[![Kustomer logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/08/bad31431-221.png)](https://jobicy.com/company/kustomer.md)[Kustomer](https://jobicy.com/company/kustomer.md) # Technical Support Engineer Review the role, location requirements, compensation details, and application process before deciding whether this opportunity fits your next career move. [Apply for this job](#job-application)[View company](https://jobicy.com/company/kustomer.md)ShareRemote from[USA](https://jobicy.com/job-region/usa.md)SalaryUndisclosedDepartment[Technical Support](https://jobicy.com/categories/technical-support.md)EmploymentFull TimeExperienceOpen levelPublished30 Oct 2026Apply before29 Nov 2026Listing views49Application actions1Application toolkit ## Make your next move. Prepare your resume, explore your fit, and draft a cover letter for this opportunity. AI Summary ## The role, at a glance. Kustomer is hiring a Technical Support Engineer to own complex Tier 2/3 SaaS escalations involving APIs, webhooks, workflows, integrations, and AI-agent behavior. The role requires end-to-end investigation, root-cause analysis, clear engineering escalations, and communication during critical incidents. The engineer will also create runbooks, coach support partners, and identify recurring issues that can be addressed through product, tooling, or self-service improvements. Candidates need at least four years of technical or developer support experience and practical JavaScript/TypeScript, JSON, REST API, and debugging skills. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 4/5EasyHard ### Pace & Pressure 4/5RelaxedFast-paced ### Autonomy Level 4/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightThis is a senior escalation-support role requiring diagnosis of ambiguous integration and AI-agent failures across several technical systems. The on-call rotation, SLA ownership, and incident communication add urgency and operational complexity. ## Salary analysis Estimated compensation compared with the broader US market for similar roles. Estimated job median (per year)Highly competitive$130,000US market range (per year)$105k–$155k0$170.50k AI insightThe yearly pay period is inferred from the job context; it was not explicitly stated by the employer. No employer salary was disclosed. The annual cadence and USD market estimate are inferred for a full-time Technical Support Engineer position based in the United States, requiring 4+ years of B2B SaaS escalation and API-support experience. ## Core skills Skills and capabilities most closely associated with this opportunity. [Technical support](https://jobicy.com/jobs?search_keywords=Technical%20support.md)[REST APIs](https://jobicy.com/jobs?search_keywords=REST%20APIs.md)[Webhooks](https://jobicy.com/jobs?search_keywords=Webhooks.md)[JavaScript](https://jobicy.com/jobs?search_keywords=JavaScript.md)[TypeScript](https://jobicy.com/jobs?search_keywords=TypeScript.md)[JSON](https://jobicy.com/jobs?search_keywords=JSON.md)[API authentication](https://jobicy.com/jobs?search_keywords=API%20authentication.md)[Postman](https://jobicy.com/jobs?search_keywords=Postman.md)[cURL](https://jobicy.com/jobs?search_keywords=cURL.md)[Workflow automation](https://jobicy.com/jobs?search_keywords=Workflow%20automation.md)[Incident management](https://jobicy.com/jobs?search_keywords=Incident%20management.md)[Root cause analysis](https://jobicy.com/jobs?search_keywords=Root%20cause%20analysis.md)[SQL](https://jobicy.com/jobs?search_keywords=SQL.md)[Logging and monitoring](https://jobicy.com/jobs?search_keywords=Logging%20and%20monitoring.md)[AI agent support](https://jobicy.com/jobs?search_keywords=AI%20agent%20support.md) Sample interview questionsHow would you investigate a webhook integration that intermittently fails to create records?I would first correlate failed deliveries with timestamps, request IDs, logs, and payloads. I would validate endpoint responses, authentication, retry behavior, rate limits, schema changes, and idempotency handling, then reproduce the failure in a safe environment and document evidence for the customer or Engineering. Describe how you decide whether an issue should be escalated to Engineering. I assess customer impact, severity, reproducibility, SLA risk, and whether the issue is caused by configuration, integration behavior, or a likely product defect. Before escalating, I collect concise reproduction steps, expected versus actual behavior, logs, payloads, affected accounts, and any mitigations already attempted. How would you troubleshoot an AI agent that gives incorrect resolutions? I would inspect the conversation context, routing logic, prompt or policy configuration, knowledge sources, action-tool inputs and outputs, and relevant evaluation signals. I would determine whether the issue is a knowledge gap, configuration problem, integration failure, or model-behavior limitation, then recommend a targeted fix and verify the outcome. What makes a useful technical support runbook? A useful runbook defines the symptom, scope, prerequisites, diagnostic steps, commands or tools to use, expected results, decision points, mitigation options, and escalation criteria. It should be specific enough for Tier 1 or Tier 2 teams to resolve repeatable issues consistently while capturing what information Engineering needs if escalation is required. How do you communicate during a critical customer incident? I provide factual, timely updates that state the impact, current status, actions underway, owner, next update time, and available workaround. I avoid speculation, tailor detail to the audience, and ensure internal technical findings are translated into clear customer-facing language. Opportunity details ## About this role. About Kustomer Kustomer is the AI-native customer experience platform that turns every interaction into a lasting relationship and a measurable business outcome. By unifying customer data, conversations and AI-native workflows into a single connected timeline, Kustomer helps teams cultivate customers, not tickets, resolving issues faster and delivering more personalized service across every channel. Today, Kustomer is the core platform for leading customer service brands like Sweetgreen, Starz, Vuori, Goldbelly and Cotopaxi. Founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel, Kustomer raised nearly $200M in funding culminating in a Series E before being acquired by Meta in a deal that closed in 2022. In 2023, Kustomer’s founders and original investors, Battery, Redpoint, and Boldstart Ventures, spun the company back out with a $60M investment as an independent, privately held business ready to focus more deeply on AI. In 2025, Norwest led our Series B, bringing our total funding to $90M. This momentum allowed Kustomer to double down on AI-native innovation and build a sharper roadmap for the future of customer experience. Our Krew is a remote-friendly team spread across the U.S. with hubs in NYC and London. We gather in person each year at our annual Kustomer Kick-Off event and always look for Krew members who are curious, collaborative, and ready to shape the future of Customer Experience. About the Role Kustomer’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 Compliance All roles at Kustomer may involve handling sensitive personal data. Benefits Kustomer 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. Diversity & Inclusion at Kustomer Kustomer is committed to bringing together individuals from different backgrounds and perspectives. We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together.We are proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, Veteran status, or any other legally protected status. [Candidate Privacy Notice](https://www.kustomer.com/privacy/candidate-statement/) As a job applicant, you have the right to know and understand the categories of personal information we collect about you, and the purposes for which we use such personal information. Disclaimer: Kustomer only contacts candidates from company email addresses ending in kustomer.com and does not seek funds from candidates in any circumstances. Show more [Apply now >](https://jobicy.com/jobs/158090-technical-support-engineer-5.md) > Annual salary information is not provided for this position. 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