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 leading brands like Abercrombie, Nuts.com, Skims, Turo, 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. Kustomer has a strong NYC presence and is also a remote friendly company, with Krew members located throughout the US and United Kingdom. We believe in togetherness to help foster strong relationships, collaboration and communication, and our Krew  gets together for both KKO and Kamp Kustomer  each year.

About the Role

The Kustomer TechOps team is a little different — and we like it that way. We’re not just here to fix things (though we’re great at that, too); we own much of Kustomer’s internal tech stack, help connect and streamline systems, and work closely with teams across the company to automate and improve the way our Krew works. Whether it’s solving a problem, rolling out a new tool, or proactively building self-service solutions, we make tech easier, smarter, and more empowering for the Krew.

Eventually you'll have the freedom to explore beyond your lane — whether that means prototyping internal tools such as the Kustomer app, contributing to cross-functional projects, or diving into new technologies. We believe the best ideas come from curiosity, not job titles. If you’re someone who enjoys solving problems no matter how difficult, wants to own tools and processes, and wants to work at the intersection of support, systems, and strategy — you’ll thrive here.
Reporting directly to the Head of TechOps and Security, the TechOps Systems Engineer will be responsible for:

• We aim for zero tickets - Our philosophy is to proactively eliminate friction through smart automation, intuitive self-service, and thoughtful system design. The less time our Krew spends waiting on support, the more time we can spend building scalable solutions that move the business forward.

• Deliver rapid, high-quality resolution for a range of technical challenges from day-to-day requests to complex escalations, all while driving deflection through smart knowledge base design and automation.

• Manage and maintain a streamlined hardware operation from Mac provisioning and zero-touch onboarding to remote logistics, repairs, and inventory lifecycle.

• Champion a tightly integrated SaaS ecosystem including Google Workspace, Slack, Zoom, Okta, 1Password, Jamf Pro, Kolide

• Drive technical improvement initiatives to identify opportunities to automate, secure, and scale the TechOps function with a proactive mindset and a builder’s approach.

• Partner with Security to audit systems, close gaps, and strengthen our compliance posture.

• Document and democratize operational knowledge to create clear, accessible self-service content, SOPs, and internal enablement materials in our Guru Knowledge Base

• Drive tooling strategy and vendor management — selecting new technologies, partnering with existing vendors for feedback, and building a scalable SaaS catalog with clear ownership and contract visibility to eliminate friction and shadow IT.

Your qualifications:

• 3-5 years of experience as an Systems Administrator

• 2+ years of experience supporting Google Workspace, 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, creating and owning an automated SaaS stack

• High level of accuracy and attention to detail

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

• Passionate about driving AI enablement across the organization by identifying opportunities to integrate AI into TechOps processes and beyond

• Familiarity with both established and emerging AI technologies, with a strong willingness to learn and adapt in a rapidly evolving landscape

• Demonstrated understanding of how AI can be used to automate, optimize, and scale TechOps capabilities

• Security/Compliance 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 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.

Compensation Range: $105K - $120K