Senior Site Reliability Engineer - Security

| Greater NYC Area
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About Kustomer

Kustomer is the omnichannel SaaS platform reimagining enterprise customer service to deliver standout experiences – not resolve tickets. Built with intelligent automation, Kustomer scales to meet the needs of any contact center and business by unifying data from multiple sources and enabling companies to deliver effortless, consistent and personalized service and support through a single timeline view.

Today, Kustomer is the core platform of some of the leading customer service brands like Ring, Rent the Runway, Glossier, Away, Glovo, and UNTUCKit. Headquartered in NYC, Kustomer was founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel, raised over $173.5M in venture funding, and is backed by leading VCs including: Tiger Global Management, Battery Ventures, Redpoint Ventures, Cisco Investments, Canaan Partners, Boldstart Ventures and Social Leverage.

About the Role

Does the phrase “securing the provisioning of highly available, highly scalable, automated, cloud-based production environments” roll off your tongue? Have you previously worked on any large scale web applications? You might just be the engineer we’re looking to join our team. You’ll be the bedrock of our engineering experience, pushing our team to perform efficiently with the best tools available. The ideal candidate in our eyes will have a blend of DevOps and Backend experience, being heavier on the DevOps end with some experience in building and designing web applications at scale.

This role sits on our Site Reliability team - this team focuses on issues that affect internal and external confidence in our application and brand (Trust) as well as issues that affect the speed of development as it relates to the whole engineering team (Velocity). We take ownership of anything that involves performance, scalability, reliability, observability, availability, and security. Lastly, this team also handles trust reviews prior to the start of any project to ensure that features are built in a way that optimizes for the previously listed areas of concern.

You'll be responsible for: 

  • Automating the deployment of testing, staging, and production environments
  • Improving the efficiency of development testing
  • Measuring and reporting on scalability, performance, and availability 
  • Monitoring and responding to staging and production system alerts
  • Working closely with the other developers and test engineers to collaborate on team initiatives
  • Experience in creating/managing robust access roles and policies, implementing security observability tools and automations and optimizing for performance and cost, managing secrets and automated key rotations
  • Identify areas for automations around patching of vulnerabilities
  • Managing Cloudflare and other tools to mitigate DDoS attacks
  • Working closely with the Security team to optimize infrastructure in order to satisfy compliance requirements

Your qualities: 

  • You live and breathe automation, performance, and optimization
  • You have experience with AWS and Docker
  • You have experience with application architecture design and development
  • You have a working knowledge of writing code and scripts in multiple languages
  • You have knowledge of best practices, operating a highly available and secure service
  • You have built and managed features in a large scale application

Must Haves:

  • 4+ years experience managing and monitoring a highly available distributed application
  • Strong AWS experience managing infrastructure in a secure, highly available, automated fashion (VPC, ELB, Auto Scaling)
  • Docker and container management experience
  • Knowledge of building and managing CI/CD pipelines
  • A working understanding of a high-level programming language like Go, Python, JavaScript,  etc.
  • Strong background in Linux/Unix administration
  • Experience with Terraform 

Benefits

Kustomer offers an array of benefits including competitive salaries, stock options, 100% healthcare coverage, 401K, commuter benefits, and a generous 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.

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Technology we use

  • Engineering
  • Product
  • People Operations
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • SwiftLanguages
    • TypeScriptLanguages
    • Node.jsLanguages
    • ReactLibraries
    • ReduxLibraries
    • ExpressFrameworks
    • Node.jsFrameworks
    • TensorFlowFrameworks
    • ElasticsearchDatabases
    • MongoDBDatabases
    • AWS (Amazon Web Services)Services
    • Google AnalyticsAnalytics
    • MixpanelAnalytics
    • Big QueryAnalytics
    • FigmaDesign
    • MiroDesign
    • PhotoshopDesign
    • TrelloManagement
    • Github IssuesManagement
    • SlackCollaboration
    • ZoomCollaboration

Location

New York, NY

An Insider's view of Kustomer

What are some social events your company does?

We've started a tradition we refer to as Kamp Kustomer - a yearly in-person retreat where we come together in fun locations like the Poconos to reconnect, build trust within our teams, and collaborate. It's a great chance to unwind from the daily routine and we always return with renewed energy and focus.

Catherine

Senior Technical Writer

What projects are you most excited about?

I am eager to work on the most complex use cases of our clients. These opportunities are where I can best demonstrate my skills and the power of the Kustomer platform. As a customer service-focused platform, Kustomer offers endless possibilities, and it’s rewarding to see the memorable customer service experiences our clients are able to create.

Megied

Solutions Engineering

How has your career grown since starting at the company?

Something that I’ve learned during my time at Kustomer is the power of embracing your team’s knowledge. As professionals in the workforce, we’re often pushed into thinking that we need to know everything and work in a silo. Everyone at Kustomer embraces collaboration and supporting each other through their projects. It’s very special in that way.

Lauren

Customer Success Manager

What unique initiatives do you have that encourage innovation?

Kustomer's new path forward brings generative AI advancements to the platform. Generative AI's new approach to building personalized context in our features leverages inputs and outputs within our data. A core tenet of ours is building these features in a responsible and ethical way by respecting privacy and security principles above all else.

Patrick

Software Engineering Manager

What's the biggest problem your team is solving?

The People/Talent teams are working hard to add 50+ people to Kustomer in 2023! The challenge of finding great teammates who can help us be a better company than ever before is no small feat. We work hard to ensure that everyone we hire brings something unique to our Krew and is excited to work with others in order to make our vision come to life.

Tanya

Chief People Officer/ Chief of Staff to the CEO

What are Kustomer Perks + Benefits

Kustomer Benefits Overview

Kustomer offers an array of benefits including competitive salaries, stock options, 100% healthcare coverage, 401K, commuter benefits, and a generous vacation policy.

Culture
Volunteer in local community
OKR operational model
Pair programming
Remote work program
Diversity
Mean gender pay gap below 10%
Diversity employee resource groups
Our Employee Resource Groups have goals in place and meet once a month. Employees are encouraged to attend meetings - our three ERGs are: Women of Kustomer, KustomBlack, and KustomerAllies.
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Financial & Retirement
401(K)
Company equity
Performance bonus
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Vacation & Time Off Benefits
Unlimited vacation policy
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Company-sponsored outings
Kustomer hosts a holiday company outing annually.
Company-sponsored happy hours
Home-office stipend for remote employees
Professional Development Benefits
Job training & conferences
Kustomer offers employees professional development opportunities like the ability to attend job related conferences and seminars.
Lunch and learns
Brown Bag Lunches once a month, to learn more about the Women of Kustomer
Promote from within

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