Customer Experience Engineer

Role Overview

• Facilitate the complete end-to-end customer experience.
• Oversee and run the resolution of critical technical issues, ensuring prompt and complete problem-solving to technical challenges and business issues.
• Demonstrate the ability to research, document, and prioritize customer issues, leveraging internal tools and escalation teams as necessary, as well as prioritizing and managing time effectively in a fast-paced environment.
• Provide expert guidance to customers on best practices for deploying, scaling, and maintaining applications on the Ketch platform.
• Work closely with the engineering and product teams to escalate and advocate for customer needs, contributing to improving Ketch’s services.
• Develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively to help customers.
• Create knowledge base materials dedicated towards operational efficiency, while also empowering and enabling the greater support community.

Requirements

• Proficient in tailoring pre-existing solutions, including websites, mobile apps, and integrations, to meet specific business requirements without requiring extensive redevelopment.
• Strong expertise in RESTful and SOAP APIs, capable of identifying and addressing issues in existing API integrations, enhancing data flow, security, and efficiency.
• Proficient in scripting languages such as Python, JavaScript, or Ruby, enabling the modification of scripts to automate processes, enhance system efficiency, and address specific needs.
• Adept at utilizing Postman to test and troubleshoot APIs, ensuring correct functionality, identifying anomalies, and making necessary adjustments.
• Advanced skills in developing dynamic and static websites using modern technologies such as HTML5, CSS3, JavaScript, and popular front-end frameworks like React, Angular, or Vue.js.
• Experience in creating cross-platform mobile applications using React Native, Flutter or native iOS/Android frameworks (Swift, Kotlin).
• Strong understanding of AI technologies, including large language models (LLMs), AI agents, and automation platforms, with the ability to apply them to support workflows and operational improvements.
• Extensive experience in integrating third-party services and tools into applications, enhancing functionality and providing additional features. Familiar with OAuth, API keys, and authentication protocols.
• Understanding of scalable distributed systems and experience with Container Orchestration (Docker, Kubernetes, Helm) is a plus.
• Experience in leveraging DB technologies including Oracle, MySQL, Postgres, MongoDB etc and storage technologies like Amazon S3 and Google Cloud Storage is a plus.
• Ability to build relationships across stakeholders in R&D, sales, and engineering.
• Excellent oral, written, presentation, and interpersonal skills.

Tech Stack

• Android
• Angular
• Cloud
• Distributed Systems
• Docker
• Flutter
• iOS
• JavaScript
• Kotlin
• Kubernetes
• MongoDB
• MySQL
• Oracle
• Postgres
• Python
• React
• React Native
• Ruby
• SOAP
• Swift
• Vue.js

Benefits

• Yes, we have perks, but don’t mistake free kombucha with an electrifying work environment, inspiring coworkers, interesting problems, meaningful work, and the opportunity to have an impact!