Software Engineer, AI (Senior, Back End)

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 If you've ever thought "We could build much faster with AI" than this role is for you. You will lead the blueprint for AI driven development across our engineering organization, transforming our tooling so our engineers can ship high quality, reliable code faster than ever before. Kustomer has taken products like AI Customer Experience (AIC) https://www.kustomer.com/ai/ from ideation to production in 3 months, rolled out AI-powered end to end testing across the company in just 3 weeks, and prototyped what is now Data Explorer https://www.kustomer.com/data-explorer/# in a matter of hours. We move quickly without sacrificing trust or quality; using AI to validate, test, and scale what we build. This team exists to replicate that velocity across all of engineering with this new team. As the founding engineer on this team where you’ll define what great looks like, set the direction for the organization and build foundational tools that our engineers rely on. You’ll modernize how our engineers create systems, workflows and their tooling to help every engineer move faster and ship better. You'll be responsible for: - Design, build, and deploy AI agents and automation that accelerate every phase of the SDLC, from code generation and review through testing, deployment, and monitoring, making AI and agentic participants a core part of how software gets built at Kustomer. - Stay at the forefront of AI and automation tooling, rapidly evaluating and incorporating forward thinking solutions to continuously push quality, efficiency, reliability, and development velocity. - Partner with engineers across teams to identify friction, design solutions, and iterate quickly, championing best practices that drive real adoption of AI-powered tools across the engineering organization. Your qualifications: - Proven experience in a developer experience, developer tooling or platform engineering role - Experience evaluating, implementing and advocating for AI