Software Engineer, InfrastructureBackend (StaffSenior Staff)

About Kustomer

Kustomer is the industry leading conversational CRM platform perfecting every customer experience. Built with intelligent tools such as AI and Automation, no codeconfiguration 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 Abercrombie, Away Travel, Reformation, Hexclad and Sweetgreen.

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 AInative 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 its the core of what we do. Were 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 part of 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 75% backend systems and 25% infrastructure and may vary depending on a number of factors.

What Were 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 theyre assigned, but because they find the work genuinely engaging and meaningful.
You should be someone who is naturally detailoriented, professional, and brings a structured approach to your work while remaining openminded 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, were looking for engineers who are passionate about the technology space we operate in, particularly AI and automation. You should be excited about the problems were solving and eager to contribute to innovative solutions that push the boundaries of whats possible.
If youre 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, wed love to hear from you.

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 crossteam initiatives to drive engineering bestpractices

          • 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

          • Proactively identify systemic inefficiencies, design and implement improvements

          • • 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 (Reactnode.js), Go

                  • AWS Cloud, MongoDB, Redis, Elasticsearch

                  • Minimum requirements:

                    • Bachelors 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

                    • Mastery of a highlevel programming language like Go, Python, JavaScript, etc.

                    • Experience solving scale challenges in complex distributed systems

                    • Experience owning technical architecture discussions and leading decisions for an engineering organization

                    • Experience leading and mentoring engineers through technical projects and initiatives

                    • 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 with IaC tools such as 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.