Software Engineer, Infrastructure

| 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

As an Infrastructure Engineer specializing in cost optimization and disaster recovery at Kustomer, you will be tasked with enhancing the financial efficiency and resilience of our infrastructure. This role is integral to the Foundation team, which underpins the data model, core features, and critical systems of our platform. You will collaborate closely with a team of skilled engineers, taking ownership of projects that directly impact our platform's robustness and cost-effectiveness.

What You’ll Do:

  • Analyze current infrastructure usage and performance to identify cost-saving opportunities

    • Design and implement cost-optimization strategies across the platform and infrastructure to reduce expenditure without compromising on performance and scalability.

    • Conduct regular cost audits and reviews of infrastructure to ensure continuous optimization of resources.

    • Lead initiatives to optimize data storage and compute resources to achieve cost-effective scalability and maintain regulatory compliance.

  • Develop and automate disaster recovery processes to minimize impact and downtime

    • Respond to critical incidents as part of an on-call rotation, applying disaster recovery protocols to restore system functionality swiftly.

    • Contribute and maintain documentation on disaster recovery procedures, cost optimization strategies, and operational best practices.

    • Design and implement robust backup solutions, ensuring data integrity and availability across distributed environments.

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

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

    • Train and support engineering teams in adopting cost-effective practices in their daily operations and system 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

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.

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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
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Charlotte, NC
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Cleveland, OH
Colorado, CO
Columbus, OH
Dallas-Fort Worth, TX
Dayton, OH
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Fayetteville-Springdale-Rogers, AR
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Lincoln, NE
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Orlando, FL
Other US Location
Palm Bay-Melbourne-Titusville
Pensacola, FL
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Phoenix – Mesa – Scottsdale, AZ
Pittsburgh, PA
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Spokane, WA
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
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
Generous parental leave
Family medical leave
Vacation + Time Off
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
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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