Technical Support Engineer
2 months ago
About Kustomer
Kustomer is the industry leading conversational CRM platform perfecting every customer experience. Built with intelligent tools such as AI and Automation, no code-configuration and a connected data platform that unifies data from multiple sources through a single timeline, Kustomer empowers businesses to operate with greater efficiency and deliver more personalized service to customers across any channel, making every interaction more meaningful and memorable. Today, Kustomer is the core platform for some of the leading customer service brands like Ring, Glovo, Away Travel, Priceline and Sweetgreen.
Kustomer was founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel and has raised over $200M in funding backed by leading VCs. Meta announced its intention to acquire Kustomer in 2020 and completed the transaction in 2022. Kustomer joined Meta's Business Messaging Group to transform the way people and businesses communicate through modern messaging channels. In 2023, Kustomer spun out from Meta as a standalone company backed by original partners, Battery, Redpoint and Boldstart Ventures, who have invested $60M in capital, ensuring Kustomer's growth and success for many years to come.
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 growing our business with no plans of slowing down. We actively seek individuals who want to learn and be challenged every day. We have also transitioned to a remote friendly company, with Krew members located throughout the U.S. coming together for Kamp Kustomer each year.
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 a Technical Support Engineer, you are customer obsessed and show a strong sense of ownership and determination to get things done. In this role, 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
- Taking ownership of customer issues and seeing problems through to resolution
- Partnering with customers to help them solve their unique and important problems while providing the best experience possible
- Researching, diagnosing, troubleshooting and identifying solutions to system issues
- Ensuring proper recording and closure of all issues
- Documenting technical knowledge in the form of notes, blogs, and KB articles for both internal and external audiences
- Providing step-by-step technical help, either written or verbal
- 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 along with detailed troubleshooting steps
- Ad hoc client training on various features and capabilities of the Kustomer platform
- Participating in various team projects
- May involve handling sensitive personal data
- Available for shifts to ensure 24/5 coverage
- Available to work one of the following shifts:
- 3am-12pm EST, Monday - Friday (East Coast team)
- 11am - 8pm EST, Monday - Friday (West Coast team)
- Available for on-call rotation during the weekend
Your qualifications:
- You possess 1-2 years of experience in a similar role; experience with SaaS companies and startups a plus
- You have demonstrated understanding of the following languages: JavaScript, JSON, Rest API, HTML, React, and/or TypeScript 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 are technically curious and strive to learn continuously. You enjoy 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 for today)
- You possess strong communication etiquette to ensure constructive, professional relationships with colleagues and customers, very comfortable with Zoom or Video meetings
Nice to have:
- Bilingual in Spanish is a plus
- You are actively learning about AI systems and Automation
- You are proficient with networking concepts such as TCP/IP, DNS, DHCP, and MX configuration
HIPAA Compliance
All roles at Kustomer may involve handling sensitive personal data.
Benefits
Kustomer offers an array of benefits including competitive salaries, stock options, 100% healthcare coverage, 401K, WiFi and Mobile reimbursement, 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.
Disclaimer: Kustomer only contacts candidates from company email addresses ending in and does not seek funds from candidates in any circumstances.
-
Technical Support Engineer
6 days ago
New York, New York, United States Voltguard Utilities Ltd Full timeJob OverviewPosition Summary:The Customer Solutions Engineer is essential in providing exceptional support to our clients through on-site service, technical training, and proactive maintenance. This role involves frequent travel within a specified region and potentially other areas across the United States. The ideal candidate is a practical engineer who can...
-
Technical Support Engineer
6 days ago
New York, New York, United States Voltguard Utilities Ltd Full timeJob OverviewPosition Summary:The Customer Solutions Engineer is essential in delivering exceptional support to our clients through on-site service, technical education, and proactive maintenance. This role involves frequent travel within a specified region and potentially to other areas across the country. The ideal candidate is a practical engineer capable...
-
Technical Support Engineer
1 day ago
New York, New York, United States Voltguard Utilities Ltd Full timeJob OverviewPosition Summary:The Customer Solutions Engineer is essential in delivering exceptional support to our clientele through field operations, onsite technical instruction, and proactive maintenance services. This role necessitates frequent travel within a specified region and potentially other areas of the country. The ideal candidate is a hands-on...
-
Technical Support Engineer
1 month ago
New York, New York, United States Dassault Systemes Full timeLocation: NY/NJMedidata follows a hybrid office policy in which employees who are hired for an in-person position are expected to work on site a certain number of days per week in accordance with Company policy.About our Company:Medidata: Powering Smarter Treatments and Healthier PeopleMedidata, a Dassault Systèmes company, is leading the digital...
-
Customer Technical Support Engineer
2 weeks ago
New York, New York, United States Insperity Full timeCustomer Technical Support EngineerAre you passionate about making a difference in healthcare? Do you thrive in dynamic, tech-driven environments? We have an exciting opportunity for you to join a global market leader in vein visualization technology as a Customer Technical Support EngineerOur client's NIR vein visualization device projects a vivid map on...
-
Technical Support Engineer
6 days ago
New York, New York, United States Eze Castle Integration Full timeEze Castle Integration is a premier global provider of managed services, cybersecurity, and business transformation solutions tailored for mid-market financial services organizations worldwide.With an extensive portfolio of services, Eze Castle Integration ensures stability, security, and enhanced business performance, allowing clients to concentrate on...
-
L3 Technical Support Engineer
1 day ago
New York, New York, United States GTN Technical Staffing and Consulting Full timePosition Overview:This role entails a commitment of 12 hours per week, focusing on onsite support.Work Schedule:4 hours daily on Tuesday, Wednesday, and Friday.Tuesday and Friday: 9 AM to 1 PM.Wednesday: 1:30 PM to 5:30 PM.Key Responsibilities:Oversee the setup and upkeep of hardware and software, including personal computers, printers, mobile devices, and...
-
Technical Support and Testing Engineer
6 days ago
New York, New York, United States XARM Full timeXARM by UFACTORY is a prominent manufacturer of advanced multi-axis robotic arms, focusing on 6-8 axis models that serve diverse industrial applications. Our robotic solutions are engineered for precision and efficiency, catering to needs ranging from educational purposes to comprehensive manufacturing setups.As we broaden our operational scope, we are in...
-
L3 Technical Support Engineer
6 days ago
New York, New York, United States GTN Technical Staffing and Consulting Full timePosition Overview:This role requires a commitment of 12 hours per week, with a focus on onsite support in Manhattan.Work Schedule:4 hours per day on Tuesday, Wednesday, and FridayTuesday and Friday: 9 AM to 1 PMWednesday: 1:30 PM to 5:30 PMKey Responsibilities:Oversee the setup and upkeep of hardware and software, including personal computers, printers,...
-
Technical Support Engineer II
1 month ago
New York, New York, United States Alloy Full timeAlloy is where you belongAlloy solves the identity risk problem for companies that offer financial products by enabling them to outpace fraud and confidently serve more people around the world. Banks and Fintechs turn to Alloy to take control of fraud, credit, and compliance risk, and grow with the clearest picture of their customers. Through our values: Be...
-
Lead Technical Support Engineer
7 days ago
New York, New York, United States VTS Full timeWe are experiencing significant growth and are seeking a skilled Lead Technical Support Engineer to become a part of our dynamic team. The ideal candidate will possess a strong enthusiasm for Customer Support along with a keen eye for detail. In this role, you will be an integral member of the Engineering Production Support Team, tasked with diagnosing and...
-
Technical Support Engineer
6 days ago
New York, New York, United States Orion Talent Full timePosition Overview:Job Title: Field Service EngineerLocation: Metro New YorkShift:Salary: $70-$90KBenefits: Competitive Benefits PackageJob Responsibilities: In this role, you will provide both on-site and remote technical assistance and upkeep for X-Ray and Medical Imaging apparatus. This includes traveling to various client sites to install, diagnose, and...
-
Technical Support Engineer
7 days ago
New York, New York, United States Deutsche Bank Full timeJob ID:R Full/Part-Time: Full-time Regular/Temporary: Regular Listed: Location: New York Position Overview Job Title Production Support Engineer Corporate Title Assistant Vice President Location New York, NY Overview The Rates & Credit application support team provides assistance to front office personnel on the Rates & Credit trading floors regarding their...
-
Federal Technical Support Engineer 2
21 hours ago
New York, New York, United States Datadog Full timeFederal Customer Support Engineer 2We are seeking a talented engineer to become part of our Technical Solutions team at Datadog. In this role, you will be instrumental in delivering support to our clients, offering technical guidance, and ensuring a high level of customer satisfaction. Your skills will significantly impact the global success of Datadog.Key...
-
Federal Technical Support Engineer 2
1 day ago
New York, New York, United States Datadog Full timeFederal Technical Support Engineer 2We are seeking a talented engineer to enhance our Technical Solutions team at Datadog. In this role, you will be instrumental in delivering exceptional support to our federal clients, offering technical guidance, and ensuring a high level of customer satisfaction. Your skills will be vital to the ongoing success of Datadog...
-
Federal Technical Support Engineer 2
6 days ago
New York, New York, United States Datadog Full timeFederal Technical Support Engineer 2We are seeking a talented engineer to become a vital part of our Technical Solutions team at Datadog. In this role, you will be instrumental in delivering exceptional support to our federal clients, offering technical guidance, and ensuring a high level of customer satisfaction. Your knowledge and skills will significantly...
-
Technical Support Engineer
1 month ago
New York, New York, United States Kustomer Full timeAbout KustomerKustomer is the industry leading conversational CRM platform perfecting every customer experience. Built with intelligent tools such as AI and Automation, no code-configuration and a connected data platform that unifies data from multiple sources through a single timeline, Kustomer empowers businesses to operate with greater efficiency and...
-
New York, New York, United States Federal Aviation Administration Full timePosition OverviewThe Technical Support Engineer plays a crucial role in delivering advanced engineering assistance for an air traffic messaging service system.Key Responsibilities1. **Procedure Development**: Formulates and establishes protocols for the upkeep of the air traffic messaging service system.2. **Testing Framework**: Creates comprehensive testing...
-
Technical Support Specialist
23 hours ago
New York, New York, United States ASRC Federal Full timeJob Overview ASRC Federal Technical Services is in search of a Junior Technical Support Specialist to become a part of our dedicated team that provides assistance to the Federal Aviation Administration. This role is integral to our Radar Team and focuses on delivering hardware support. Key Responsibilities: Offer expertise in Radar technologies and...
-
Technical Support Manager
23 hours ago
New York, New York, United States Action Tech Full timeThis position is a full-time role that necessitates the selected candidate to be present in the office three days a week.Key ResponsibilitiesInvestigate and identify the underlying causes of production challenges utilizing SQL, collaborating with support and engineering teams to implement effective solutions.Serve as the primary liaison among various...