Implementation Engineer (West Coast)
About Kustomer
Kustomer is THE omnichannel SaaS platform reimagining customer service through standout experiences with the most modern technology CRM has to offer. We exist not to resolve tickets but to help customers have phenomenal experiences. Kustomer built its platform with intelligent automation, and a unified support experience that enables companies to deliver effortless, consistent and personalized service to each and every customer.
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 passionate about enhancing the customer service experience for everyone involved, as it's the core of what we do. We're in the midst of explosive growth, and have no plans of slowing down. We welcome individuals who want to learn and be challenged every day.
Some fun facts about us, Kustomer is the core platform of some of the incredible customer service brands like Ring, Sweetgreen, Rent the Runway, Glossier, Away, Glovo, and UNTUCKit. We were founded in 2015 and are based out of NYC. The serial entrepreneurs who founded this business, Brad Birnbaum and Jeremy Suriel, led Kustomer to raise over $173.5M in venture funding, with some of the most amazing VCs behind us including: Tiger Global Management, Battery Ventures, Redpoint Ventures, Cisco Investments, Canaan Partners, Boldstart Ventures and Social Leverage.
It gets even more amazing - Kustomer is thrilled to announce we have signed a deal to be acquired by Meta. We are currently operating independently until closing. This is an incredible opportunity to join our fast-growing team and be a part of this once in a lifetime experience. Check out this article for more details on this amazing adventure!
About the Role
Kustomer is seeking an Implementation Engineer. You will be responsible for the technical implementation of Kustomer’s platform, working closely with our Implementation Managers to plan and execute successful launches with our clients. This includes using your superb communication skills to gather application requirements, as well as technical knowledge to design and build workflows and integrations on our Omni-Channel Customer Success Platform. You’ll act as the point person for technical troubleshooting and will consult with clients to optimize their integrations with Kustomer. You will learn our platform and use it, in tandem with your coding skills, to create a unique user experience for each client. The ideal candidate will be able to manage several tasks and be detail-oriented.
You will:
- Become an expert in Kustomer’s platform, helping our growing client base navigate some of the more complex features of the application throughout the implementation phase
- Onboard new customers, developing a strong trusted advisor relationship with their engineers, product managers, and CX leads in a client-facing role
- Identify actionable opportunities and design solutions that positively impact customer adoption
- Research and integrate external services into our existing platform utilizing Restful APIs
- Build custom features for a client within the platform using CSS / HTML / JavaScript
- Work with Product and Engineering to enhance and improve the Kustomer platform through bug fixes, feature enhancements, and new feature testing.
- Build bundled code packages (called Apps, available to all customers via our App Directory) to add functionality to Kustomer’s platform to integrate to third-party systems with a one-click install process.
- Write scripts to build and extend data migration tools to integrate new clients
- Troubleshoot, investigate, and create detailed bug reports for customer issues
Your qualities:
- 3+ years of professional experience in a technical role, with a focus on systems integrations
- Excellent troubleshooter with a passion for digging into tricky problems, and proposing and implementing elegant solutions
- Experience designing and troubleshooting workflows (e.g. tools like Zapier, Workato, Integromat, CloudHQ, etc.)
- Experience with inbound and outbound webhooks
- Experience using internal and external APIs to integrate third-party systems together
- Proficiency in HTML/CSS
- Proficiency in a preferred flavor of Javascript (Vanilla.js, Lodash, React, Node.js, AngularJS)
- Familiarity with Unix command line
- Familiarity with React Native components
- Proficiency with Github and private repositories.
- Proficiency with Atlassian JIRA
- Experience interfacing directly with corporate clients to understand their business needs, create solutions, and drive implementation of software products
- Strong track record of launching fully responsive products and digital applications
- Bachelor's degree in math, engineering, science, finance, or equivalent practical experience in management, technical or engineering field.
- Demonstrated ability and eagerness to learn new technical skills quickly
- Confidentiality as the position may involve handling sensitive personal data
Bonus:
- Deep knowledge and domain experience in Customer Relationship Management
- Experience working in a fast-paced startup environment
Benefits
Kustomer offers an array of benefits including competitive salaries, stock options, 100% healthcare coverage, commuter benefits, and a flexible vacation policy.
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.