Engineering Manager

| New York, NY, USA +80 more | Remote
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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

We are hiring an exceptional Engineering Manager who will oversee a dynamic software engineering team with diverse backgrounds. Your responsibilities include managing team performance, fostering technical mentorship, and providing empathetic leadership that aligns with our high-performance culture and goals. You'll also delve into the design and development of software solutions to enhance our platform and automation capabilities. Your role is integral in shaping technical vision and execution, with a focus on delivering quality outputs in collaboration with our Product team. As a key player in the engineering org, you will drive best practices, from code reviews to code quality improvement, and maintaining positive relationships with stakeholders. If you're passionate about engineering excellence and eager to lead and inspire a team, we invite you to join us.

We have a strong preference for talent based in New York Metropolitan Area (New York, New Jersey, Connecticut)

Key Responsibilities

  • Manage a team of software engineers with diverse experience (30%)

    • Manage employees performance by holding regular 1-1’s, conducting performance reviews, setting objectives for each team member, and overseeing team’s work.

    • Provide leadership and coaching to develop your team members.

    • Provide technical mentorship and guidance to the team and top management, as well as provide input into cross-team projects and initiatives.

    • Support established organizational objectives by developing goals and strategies.

    • Report on goals and represent the teams to senior leadership.

    • Participate in hiring and recruiting initiatives.

  • Analyze, design, and develop software to improve the company's platform and expand its automation capabilities. (30%)

    • Develop microservices, primarily using AWS, Node.js, Python, React. Research and implement new or unused technologies where appropriate.

    • Own the technical plans and execution for projects and features that impact ease-of-use for clients, focusing on automating tedious and repeated tasks.

    • Provide strategic vision and execution on the technical roadmap.

    • Find and implement ways to improve cost-efficiency.

  • Participate in sprint planning, and partner with Product to ensure the team is delivering quality technical output. (20%)

    • Lead the team in translating business requirements and R&D initiatives into technical requirements, including selection of appropriate technologies.

  • Participate in cross-team initiatives to drive engineering best-practices (20%)

    • Conduct code and architecture reviews across the platform.

    • Monitor and contribute to improving code quality and decreasing time to deliver code, by staying involved in initiatives around on-call rotations, application performance monitoring, test automation, development environments, and/or continuous delivery pipelines.

    • Maintain good relationships with internal and external stakeholders.

    • Engage in client calls when necessary to provide technical insight and roadmap.

Your qualifications:

  • You have a bachelor's degree in Computer Science or related field

  • You have 7+ years of experience in Engineering

  • You have at least 3+ years of experience managing a team of engineers

  • You have experience growing, mentoring, and developing engineers with varying degrees of experience

  • You are up-to-date with, and have a passion for, software engineering best practices

  • You have experience attracting and hiring engineering talent

  • Technical experience:

    • Distributed Systems

    • You’re familiar with Node.js and/or React/Redux

    • You’ve worked with and built REST APIs.

    • Experience with continuous deployment

    • Experience with Docker, Terraform, and/or AWS

    • Experience with Elasticsearch, Solr, or Algolia

    • Experience with automated testing practices

  • Strong preference for talent based in the New York City Metropolitan Area (NY, CT, NJ)

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.

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Candidate Location Eligibility:
Albuquerque, NM
Ann Arbor, MI
Atlanta, GA
Austin, TX
Baltimore, MD
Baton Rouge, LA
Birmingham, AL
Boise, ID
Boston, MA
Buffalo, NY
Charleston, SC
Charlotte, NC
Chicago, IL
Cincinnati, OH
Cleveland, OH
Colorado, CO
Columbus, OH
Dallas-Fort Worth, TX
Dayton, OH
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Fayetteville-Springdale-Rogers, AR
Greensboro, NC
Hampton Roads, VA
Hartford, CT
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Jacksonville, FL
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Lexington, KY
Lincoln, NE
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Minneapolis–Saint Paul, MN
Nashville, TN
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Orlando, FL
Other US Location
Palm Bay-Melbourne-Titusville
Pensacola, FL
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Philadelphia, PA
Phoenix – Mesa – Scottsdale, AZ
Pittsburgh, PA
Portland, ME
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St. Louis, MO
Tallahassee, FL
Tampa Bay, FL
Tucson, AZ
Tulsa, OK
Washington DC
Wichita, KS
Wilmington, NC

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

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

What are some things you learned 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
Some of our Go-To-Market roles include a bonus program
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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