CX Engineer

Ketch is redefining responsible data use for the AI era. Thousands of brands rely on our software to responsibly collect, control, and activate compliant, clean data across their enterprise ecosystem. The Ketch Data Permissioning Platform simplifies privacy and consent operations, increases revenue from advertising, data, and AI initiatives, and builds trust with customers and partners. Unlike legacy tools that stop at cookie banners, Ketch governs how data is actually used across a company’s entire stack, with no-code setup that gets customers live in weeks, not quarters.

As privacy regulations expand across the globe and AI transforms how companies use data, the demand for what Ketch has built has never been greater. Data privacy sits at the intersection of law, technology, and consumer trust, making it one of the most exciting and fastest-moving fields in software today.

• 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.
  
  
• This is a hybrid work environment with a lot of remote flexibility, and an expectation to come into the office for collaboration on an as-needed basis. While most of the work can be done remotely, we do expect you to be located in Bangalore for regular collaboration. 

• Must be able to work US timezone - around 4pm IST to 4am IST (remotely).

• Priority: Proficient in JavaScript 
• Priority: 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
• Priority: 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 tailoring pre-existing solutions, including websites, mobile apps, and integrations, to meet specific business requirements without requiring extensive redevelopment.
• Experience 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
• Experience in troubleshooting cross-platform mobile applications using Android Studio and Xcode
• Ability to leverage AI technologies, including large language models (LLMs), AI agents, and automation platforms, with the proficiency 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
• 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
• Nice to have: Understanding of scalable distributed systems and experience with Container Orchestration (Docker, Kubernetes, Helm) is a plus
• Excellent oral, written, presentation, and interpersonal skills