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

Technical Support Engineer

Responsibilities

Qualification

Required

Benefits

Company

Kustomer

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