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 dedicated to 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

As an infrastructure engineer at Kustomer, you will be responsible for building systems and abstractions that will be used by teams across the company. You will join a team of experienced engineers and have ample opportunities to continue learning and growing. This role sits on our Foundation team - this team’s responsibilities include the critical back-end systems, cloud infrastructure, observability metrics, and alerting. We believe in ownership and are looking for people driven to continuously ship new, impactful features and capabilities for our users. This role’s responsibilities are divided into 50% application and 50% infrastructure and may vary depending on a number of factors.

What You’ll Do:

• Analyze, design, develop, maintain and improve software infrastructure and platform to expand its automation capabilities

  • Automate the deployment of testing, staging, and production environments

  • Improve the efficiency of development testing

  • Measure, report and drive improvements on scalability, performance, and availability

  • Respond to on-call alerts when the system is experiencing issues

  • Refactor platform services and code as-needed 

• Participate in cross-team initiatives to drive engineering best-practices

  • Conduct code, architecture, and infrastructure reviews across the platform

  • Provide education and support to the engineering team in systems architecture design

  • Staying involved in initiatives around on-call rotations, application performance monitoring, development environments, and continuous integration and delivery pipelines.

  • Lead various scalability initiatives across the platform and infrastructure

• Collaborate with the InfoSec team to drive compliance, observability and automation for the security of our platform

  • Work closely with the Security team to optimize infrastructure in order to satisfy compliance requirements

  • Create and manage robust access roles and policies

  • Manage secrets and automated key rotations

  • Implement security observability tools

  • Identify areas for automations around patching of vulnerabilities

  • Manage CDN, firewall rules, and other tools to mitigate attacks and threats

Our Tech Stack:

• Javascript (React/node.js), Go

• AWS Cloud, MongoDB, Redis, Elasticsearch

Minimum requirements: 

• Bachelor’s degree in Computer Science, Computer Engineering, relevant technical field, or equivalent practical experience

• 8+ years experience building and managing large scale, highly available, distributed web applications

• A working understanding of a high-level programming language like Go, Python, JavaScript, etc.

• Strong AWS experience managing infrastructure in a secure, highly available, automated fashion (VPC, ELB, Containers, Auto Scaling)

• Strong background in Linux/Unix administration, networking, HTTP/2, DNS, REST, etc

• Experience leading large projects to achieve financial and operational efficiency

• Experience with designing applications and architecture optimized for multi-region disaster recovery

• Experience with infrastructure as code and managing Terraform configurations in a sustainable and scalable way

• Experience with observability tools (Datadog/ELK/Distributed tracing)

Nice To Have:

• You have Github activity showing thoughtful, relevant contributions

• You have a working knowledge of writing code and scripts in more than one language

• You have experience designing sharding configurations for databases

• You have experience developing internal tools for others

• You have experience creating SLAs, SLOs, SLIs

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 kustomer.com and does not seek funds from candidates in any circumstances.