Senior Technical Support Engineer - Hawaii at Kustomer

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About Kustomer

Kustomer is the omnichannel SaaS platform reimagining enterprise customer service to deliver standout experiences – not resolve tickets. A customer-centric solution, Kustomer helps brands increase satisfaction and loyalty by empowering agents to engage customers in personalized, efficient, and effortless conversations. Today, Kustomer is the core platform of some of the leading customer service brands like Glossier, Ring, ThirdLove, Rent the Runway, Sweetgreen, Glovo, Away, UNTUCKit. 

Headquartered in NYC, Kustomer was founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel, has raised $173.5M in venture funding, and is backed by leading VCs including: Coatue, Tiger Global Management, Battery Ventures, Redpoint Ventures, Cisco Investments, Canaan Partners, Boldstart Ventures and Social Leverage.

About the Role

Our Customer Experience team is responsible for designing and delivering world-class experiences for our customers. We partner with our customers to understand their goals and work towards providing value while driving long-term relationships for mutual success. As the Technical Support Engineer, you will serve as the bridge between Kustomer and the amazing people who use our product.

You'll be responsible for:

  • Mastering the Kustomer platform in order to efficiently and effectively diagnose, troubleshoot and identify solutions to promptly resolve customer issues
  • Asking customers targeted questions to quickly understand the root of the problem
  • Ensuring proper recording and closure of all issues
  • Documenting technical knowledge in the form of notes and manuals for both internal and external audiences 
  • Providing step-by-step technical help, either written or verbal and in English.
  • Empathizing with the customer’s perspective and providing the best solutions that are aligned with Kustomer’s core values.
  • Properly escalating unresolved issues to appropriate internal teams while providing clear steps to reproduce and detailed troubleshooting steps
  • May involve handling sensitive personal data

Your qualities:

  • You have demonstrated understanding of the following languages: JavaScript, JSON, Rest API, HTML, but this does not mean you need to be a software engineer.
  • You have experience using developer tools, APIs and error logs to diagnose and troubleshoot client issues both with their network and software.
  • You have excellent, written and verbal, language skills (English)
  • You possess 5+ years of experience in a similar role; experience with SaaS companies and startups a plus.
  • You are comfortable working independently and reporting into a remote manager.
  • You can be available for a 2nd shift and on-call rotation on the weekends as necessary.
  • You’re an excellent communicator who is technically curious, enjoys problem solving and translating technical concepts across various customer profiles.(Even if the problems aren’t well-defined, even if the usual solutions aren’t working, and even if it’s the fifth person you’ve helped solve that problem today.)
  • You possess a “customer first” attitude and a strong sense of ownership and determination to get things done.
  • You’re attentive to the little details and you believe people’s experience matters.
  • You drive towards efficiency, thinking on your feet to find creative solutions to requests and directional changes.
  • You welcome constructive criticism and customer feedback
  • You thrive in a high pressure environment, closing out issues quickly and accurately and are comfortable dealing with customers who are already frustrated that their systems are malfunctioning.
  • You possess strong telephone etiquette skills to ensure constructive, professional relationships with colleagues and customers, very comfortable with Zoom or Video.
  • You demonstrate active listening and written communication follow-up skills to know how to tactfully communicate directions to clients to ensure customers get the information they need without feeling frustrated or talked down to.

Geographic Location:     

This role is preferred to be located in Hawaii to support our customers in Asia-Pacific. 

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.

Learn More About Kustomer:


 
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Technology we use

  • Engineering
  • Product
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • SwiftLanguages
    • 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
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