Software Engineer, SRE (Senior/Staff levels)

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 leading brands like Abercrombie, Nuts.com, Skims, Turo, 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. Kustomer has a strong NYC presence and is also a remote friendly company, with Krew members located throughout the US and United Kingdom. We believe in togetherness to help foster strong relationships, collaboration and communication, and our Krew  gets together for both KKO and Kamp Kustomer  each year.

About the Role

As a Site Reliability Engineer at Kustomer, you will be 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 – part of your responsibilities on this team will include maintaining cloud infrastructure security, capacity planning, staying ahead of software lifecycles, optimizing CI/CD processes, developer productivity, and managing on-call best practices. We believe in ownership and are looking for people driven to continuously ship new, impactful features and capabilities for our users.

What We’re Seeking
We seek engineers who combine technical excellence with genuine passion for their craft. Our ideal candidate is someone who approaches challenges with curiosity and intrinsic motivation; working on problems not just because they’re assigned, but because they find the work genuinely engaging and meaningful.

You should be someone who is naturally detail-oriented, professional, and brings a structured approach to your work while remaining open-minded and adaptable to new technologies and methodologies. We value candidates who work hard and maintain high personal standards, driven by ambition to grow both technically and professionally.
Most importantly, we’re looking for engineers who are passionate about the technology space we operate in, particularly AI and automation. You should be excited about the problems we’re solving and eager to contribute to innovative solutions that push the boundaries of what’s possible.

If you’re someone who takes ownership of your work, approaches challenges with intellectual curiosity, and thrives in environments where your passion for technology can directly impact product development, we’d love to hear from you.

What You’ll Do:

• Analyze, design, develop, maintain and improve infrastructure 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

  • Support the cloud developer environments and its iterative improvements

  • Lead, plan, and execute large scale system migrations

• 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, and continuous integration and delivery pipelines

  • Lead various scalability initiatives across the platform and infrastructure

  • Implement and enforce change management best practices

• 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

  • Manage secrets and automated key rotations

  • Manage security vulnerabilities and upgrade schedules for EOL (End of Life) software

  • 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, Bash, etc.

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

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

• Experience with managing large databases and Lucene-based search systems such as Elasticsearch

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

• Experience with observability tools (ELK/Prometheus/Coralogix/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 developing internal tools for others

• You have experience creating SLAs, SLOs, SLIs

#LI-Remote

HIPAA Compliance

All roles at Kustomer may involve handling sensitive personal data.

Benefits

Kustomer offers an array of benefits including competitive salaries and stock options. In the U.S. we offer 100% healthcare coverage, 401K, WiFi and Mobile reimbursement, and a generous vacation policy; in the UK we also offer pension, supplemental health insurance and other perks.

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.