Tech Ops Systems Engineer/ SysAdmin (Mac)

About the company

Kustomer provides an AI-enhanced omnichannel customer service CRM that unifies conversations across social, messaging, phone, email and web, integrates backend apps, and automates routine agent tasks via advanced workflows.

About this role

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 The Kustomer TechOps team is a little different & 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, that could mean 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 enjoy solving problems no matter how difficult, want to own company-wide tools and processes, all while working at the intersection of support, systems, and strategy; you’ll thrive here. You'll 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 in addition to 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 that 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 Notion Knowledge Base. - Own tooling strategy and vendor management by 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, and VPN - Demonstrated understanding of how AI can be used to automate, optimize, and scale TechOps capabilities as well as Kustomer’s capabilities + Passionate about driving AI enablement across the entire organization - Security/Compliance experience with a basic understanding of Confidentiality, Integrity and Availability - Strong communication, organization and documentation skills - Demonstrate maturity and sound judgment when handling confidential information - Eager to grow your skill set within a fast-paced, highly automated environment This role is Hybrid with our office location in NYC. You must already be located in the tri-state area. 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 als