Software Engineer, Infrastructure (Staff Level)

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 Sweetgreen, Starz, Vuori, Resy and Cotopaxi.

Kustomer was founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel and has raised over $230M 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 2025, Kustomer announced a $30M Series B led by Norwest, with continued support from Battery, Redpoint, and boldstart. This milestone reflects strong conviction in our vision and fuels our next chapter of growth: expanding our AI-native platform, accelerating product innovation, and scaling our exceptional team.

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. and U.K. 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; your responsibilities on this team will include improving the developer experience, application observability, and designing architectural changes in critical backend components including database sharding strategies, event bus performance, scaling search systems, and improving end to end latency. We believe in ownership and are looking for people driven to continuously deliver positive and impactful changes. The responsibilities of this role are divided into 50% backend systems and 50% infrastructure and varies from many factors.

What You’ll Do:

• Serve as a Lead and senior member of the team, leading initiatives and key projects

  • Provide guidance and mentorship to team members, fostering a culture of collaboration and technical excellence

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

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

  • Lead complex projects and efforts to improve our ability to respond to impaired production systems

  • Lead, plan, and execute large scale system changes to meet business objectives

  • Tackle ambiguous engineering problems by designing well architected solutions

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

  • Collaborate with the CTO and other technical leaders to set the vision for strategic development efforts

  • Work with various engineering teams to bridge gaps and lead initiatives across backend systems and our data platform

  • Proactively identify systemic inefficiencies, design and implement improvements

  • Become a trusted coach and mentor, actively building strong technical leaders

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

  • Work closely with the Security team to address gaps and vulnerabilities during audits to satisfy compliance requirements

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

  • Lead or assist in security investigations as needed

Our Tech Stack:

• Javascript (React/node.js), Go

• AWS Cloud, MongoDB, Redis, Elasticsearch

• Terraform, Kafka, Kinesis

Your qualifications and experience:

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

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

• You have a Mastery of a high-level programming language like Go, Python, JavaScript, etc.

• You have experience with NoSQL databases like MongoDB

• You own technical architecture discussions and leading decisions for an engineering organization

• You lead and mentor engineers through technical projects and initiatives

• Proficiency with Infrastructure as Code (IaC) tools, including Terraform.

• 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 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.