Implementation Engineer, Kustomer

Implementation Engineer, Kustomer
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Dublin, Ireland
Kustomer – now part of Meta – helps businesses grow by delivering exceptional customer service via phone, email, chat, text, social, messaging and more. As a SaaS solution, Kustomer enables fast, personalized, and efficient customer and agent experiences using complete customer visibility, seamless omnichannel conversations, intelligent automation and easy, no-code customization to adapt to change. Kustomer is seeking a Technical Implementation Engineer. You will be responsible for the technical implementation of Kustomer’s platform, working closely with our Implementation Managers to plan and execute successful launches with our clients. This includes using your superb communication skills to gather application requirements, as well as technical knowledge to design and build workflows and integrations on our Omni-Channel Customer Success Platform. You’ll act as the point person for technical troubleshooting and will consult with clients to optimize their integrations with Kustomer. You will learn our platform and use it, in tandem with your coding skills, to create a unique user experience for each client. The ideal candidate will be able to manage several tasks and be detail-oriented.
Implementation Engineer, Kustomer Responsibilities
  • Become an expert in Kustomer’s platform, helping our growing client base navigate some of the more complex features of the application throughout the implementation phase
  • Onboard new customers, developing a strong trusted advisor relationship with their engineers, product managers, and CX leads in a client-facing role
  • Identify actionable opportunities and design solutions that positively impact customer adoption
  • Research and integrate external services into our existing platform utilizing Restful APIs
  • Build custom features for a client within the platform using CSS/HTML/JavaScript
  • Work with Product and Engineering to enhance and improve the Kustomer platform through bug fixes, feature enhancements, and new feature testing
  • Build bundled code packages (called Apps, available to all customers via our App Directory) to add functionality to Kustomer’s platform to integrate to third-party systems with a one-click install process
  • Draft scripts to build and extend data migration tools to integrate new clients
  • Troubleshoot, investigate, and create detailed bug reports for customer issues
  • May involve handling sensitive personal data
Minimum Qualifications
  • Experience interfacing directly with corporate clients to understand their business needs, create solutions, and drive implementation of software products
  • Proficiency in a flavor of JavaScript (Vanilla.js, Lodash, React, Node.js, AngularJS)
  • 5+ years of professional experience in a technical role, with a focus on systems integrations
  • Experience designing and troubleshooting workflows (e.g. tools like Zapier, Workato, Integromat, CloudHQ, etc.)
  • Experience using inbound and outbound webhooks, and internal and external APIs to integrate third-party systems together
  • Proficiency in HTML/CSS
  • Fluency in Spanish
Preferred Qualifications
  • Troubleshooter with experience for digging into tricky problems, and proposing and implementing elegant solutions
  • Proficiency with GitHub and private repositories
  • Proficiency with Atlassian JIRA
  • Familiarity with Unix command line
  • Knowledge and domain experience in Customer Relationship Management
  • Familiarity with React Native components
About Meta
Meta builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps like Messenger, Instagram and WhatsApp further empowered billions around the world. Now, Meta is moving beyond 2D screens toward immersive experiences like augmented and virtual reality to help build the next evolution in social technology. People who choose to build their careers by building with us at Meta help shape a future that will take us beyond what digital connection makes possible today—beyond the constraints of screens, the limits of distance, and even the rules of physics.
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