Engineering Manager

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

We are hiring an exceptional Engineering Manager who will oversee a dynamic software engineering team with diverse backgrounds. Your responsibilities include managing team performance, fostering technical mentorship, and providing empathetic leadership that aligns with our high-performance culture and goals. You'll also delve into the design and development of software solutions to enhance our platform and automation capabilities. Your role is integral in shaping technical vision and execution, with a focus on delivering quality outputs in collaboration with our Product team. As a key player in the engineering org, you will drive best practices, from code reviews to code quality improvement, and maintaining positive relationships with stakeholders. If you're passionate about engineering excellence and eager to lead and inspire a team, we invite you to join us.

We have a strong preference for talent based in New York Metropolitan Area (New York, New Jersey, Connecticut)

Key Responsibilities

• Manage a team of software engineers with diverse experience (30%)
• Manage employees performance by holding regular 1-1’s, conducting performance reviews, setting objectives for each team member, and overseeing team’s work.
• Provide leadership and coaching to develop your team members.
• Provide technical mentorship and guidance to the team and top management, as well as provide input into cross-team projects and initiatives.
• Support established organizational objectives by developing goals and strategies.
• Report on goals and represent the teams to senior leadership.
• Participate in hiring and recruiting initiatives.
• Analyze, design, and develop software to improve the company's platform and expand its automation capabilities. (30%)
• Develop microservices, primarily using AWS, Node.js, Python, React. Research and implement new or unused technologies where appropriate.
• Own the technical plans and execution for projects and features that impact ease-of-use for clients, focusing on automating tedious and repeated tasks.
• Provide strategic vision and execution on the technical roadmap.
• Find and implement ways to improve cost-efficiency.
• Participate in sprint planning, and partner with Product to ensure the team is delivering quality technical output. (20%)
• Lead the team in translating business requirements and R&D initiatives into technical requirements, including selection of appropriate technologies.
• Participate in cross-team initiatives to drive engineering best-practices (20%)
• Conduct code and architecture reviews across the platform.
• Monitor and contribute to improving code quality and decreasing time to deliver code, by staying involved in initiatives around on-call rotations, application performance monitoring, test automation, development environments, and/or continuous delivery pipelines.
• Maintain good relationships with internal and external stakeholders.
• Engage in client calls when necessary to provide technical insight and roadmap.
  

Your qualifications:

• You have a bachelor's degree in Computer Science or related field
• You have 7+ years of experience in Engineering
• You have at least 3+ years of experience managing a team of engineers
• You have experience growing, mentoring, and developing engineers with varying degrees of experience
• You are up-to-date with, and have a passion for, software engineering best practices
• You have experience attracting and hiring engineering talent
• Technical experience:
• Distributed Systems
• You’re familiar with Node.js and/or React/Redux
• You’ve worked with and built REST APIs.
• Experience with continuous deployment
• Experience with Docker, Terraform, and/or AWS
• Experience with Elasticsearch, Solr, or Algolia
• Experience with automated testing practices
• Strong preference for talent based in the New York City Metropolitan Area (NY, CT, NJ)
  
  

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.