Remote Tech Ops Systems Engineer, SysAdmin (Mac)

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 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. 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

The Kustomer TechOps team is a unique one and we’re growing!  TechOps not only provides Level 1-3 technical support to Kustomer, but also owns the majority of Kustomer’s Tech Stack. We interface with SaaS Vendors, investigate and implement systems integrations, work with team leaders to automate where possible  and provide powerful self service and proactive solutions to our Krew. We also utilize and provide feedback on the Kustomer application and provide technical insights for client issues where appropriate. We are not your typical IT team and are looking for someone who is passionate about a broad set of ownership and someone who values getting their hands into many different parts of our technology business.

Reporting directly to the Head of  TechOps and Security, the TechOps Systems Engineer will be responsible for:

Providing top notch technical support and customer service for the Kustomer Krew

• Be the first point of contact for the  Kustomer Krew through several channels of support (Email, Support Form, Chatbot, SMS) through one powerful Customer eXperience Platform; the Kustomer App! We utilize  a self service model of support using our knowledge base that intelligently presents itself to our Krew members when they submit a request to deflect support requests.

• Initiate repairs and support cases for broken or missing Kustomer Computers and help Krew members get back on their feet

• Maintain accurate inventory of small amount of spare Kustomer hardware deployed from Home and comfortable with configuring/mailing hardware for onboarding, offboarding, swaps and disposals.

• Support an all Apple Environment running MacOS Ventura on Apple Silicon

• Support  iOS and Android devices with Jamf Trust (MDM) to set up Core Kustomer Mobile Apps

Supporting Kustomer’s SaaS  stack

• This includes G-Suite, Slack, Zoom, Okta, 1Password, Jamf Pro, Jamf Protect at our core and 100+ other systems that are business critical to our teams

• Zero touch provisioning will be utilized where possible for onboarding and device swaps and account creations.

• Create, modify and offboard  Kustomer SaaS  Accounts that are yet to be automated  in our account lifecycle process

• Initiate support cases with SaaS vendors for systems issues

Help our team to always be improving

• Assist in and drive TechOps Initiatives to automate, secure, provide self service solutions, and to aim for continuous improvement.

• Work closely with the Kustomer Security Team to audit Kustomer systems and identify what needs to be improved and provide possible solutions to execute on those improvements.

• Document technology processes, approvals, self service articles and procedures

• Assist in the evaluation, procurement and implementation of new technologies

• Assist in gathering vendor information,  contracts, and contacts to build out a powerful Saas Stack Support catalog

Your qualifications:

• 3-5  years of experience as an Systems Administrator

• 2+ years of experience supporting G-Suite, MacOS, Okta and Jamf Pro

• Customer experience mindset: excited to dig into any issue, big or small, provide empathy and action to support your internal customers without giving up right away

• Experience supporting a SaaS application stack

• High level of accuracy and attention to detail

• Networking experience with a basic understanding of routers, VLANs, NAT, and VPN

• Security experience with a basic understanding of Confidentiality, Integrity and Availability

• Strong communication, organization and documentation skills

• Mature and responsible with confidential information as a part of this role

• You’re looking to grow your skill set in an extremely fast paced and automated environment

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.