Senior Site Reliability Engineer

| Greater NYC Area
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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 it’s 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

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 Cloud/Velocity 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
  • Increasing the resiliency of the infrastructure
  • Identify areas for automations around patching of vulnerabilities
  • Managing 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
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • SwiftLanguages
    • TypeScriptLanguages
    • TypescriptLanguages
    • ReactLibraries
    • ReduxLibraries
    • ExpressFrameworks
    • Node.jsFrameworks
    • TensorFlowFrameworks
    • MongoDBDatabases
    • ElasticsearchDatabases
    • MixpanelAnalytics
    • Big QueryAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • SketchDesign
    • TrelloManagement
    • Github IssuesManagement

Location

New York, NY

An Insider's view of Kustomer

What's something quirky about your company?

This might be a bit obvious from our name, but we really enjoy spelling things with a “k”. We are one krew, kompletely kommitted to the kause of kreating a world-klass product for our users, while also being a bunch of krazy kooks who keep this kompany kulture + kamaraderie alive.

Trisha

Senior Technical Support Engineer

How do you collaborate with other teams in the company?

Kustomer’s philosophy on open communication makes cross-team collaboration not only easy, but inviting. Whether it’s Slacking a technical question to our product team mid-demo, getting on a Zoom call with Sales Ops to strategize on new tools, or working with Marketing to create the perfect product messaging, there are no siloed teams here.

Joe

Business Development Representative

What makes someone successful on your team?

Kustomer gives all members of the Krew the ability to be successful. It all starts with the company culture of teamwork and innovation. On the Solutions Consulting team, we foster a team work-first and collaborative approach. This includes jumping in when another SC team member needs help or to bounce an idea of another team member.

Paul

Manager, Solutions Consulting

How do you make yourself accessible to the rest of the team?

The leadership team at Kustomer prides itself on being available for our Krew. We host bi-monthly all hands with the entire team to share business updates, celebrate new hires/individual milestones, and hear from our Krew members. The leadership team is accessible via Slack - actively participating in social channels, celebrations and game nights.

Vikas

SVP, Sales and CX

What's the biggest problem your team is solving?

The People/Talent teams are working hard to add 150+ people to Kustomer in 2021! 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

VP, People

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
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Team owned deliverables
Group brainstorming sessions
Pair programming
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 Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Team workouts
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Kustomer hosts a holiday company outing annually.
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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