Senior Software Engineer - Customer Agent

About the role

The Customer Agent team is building one of Klaviyo’s most ambitious and strategic product areas: an extensible AI platform that enables brands to deliver personalized, autonomous customer experiences across channels like chat, email, SMS, and beyond. We operate with high ownership, rapid iteration cycles, and a strong bias toward execution. Every engineer is expected to think holistically about customer outcomes, collaborate deeply across engineering, product, design, data science, and go-to-market teams, and push beyond traditional role boundaries to help the team move faster.

Responsibilities

• Play a critical part in shaping how autonomous service, AI-driven support, and agentic commerce experiences evolve at scale across millions of customer interactions.
• Work across the stack to design, build, and scale systems that power intelligent workflows, conversational experiences, tools integrations, retrieval systems, onboarding flows, observability, and multi-channel customer engagement.
• Develop both foundational platform capabilities and customer-facing experiences that enable brands to launch, customize, and continuously improve their own highly-configurable AI agents.
• Tackle complex technical and product challenges, develop multiple solution paths, and evaluate business and architectural trade-offs to determine the best approach.
• Act as a technical leader and mentor, driving engineering quality, execution, and decision-making across projects.
• Deploy well-designed, thoroughly tested solutions that prioritize reliability, scalability, and customer impact.

Requirements

• A proven track record of building high-quality products and systems, with pride in writing clean, maintainable, high-quality code.
• 7+ years of experience in a software engineering role.
• Strong experience developing end-to-end software solutions or extensive experience across both front-end and back-end technologies.
• Experience building scalable, customer-facing systems in fast-moving product environments - we operate like a startup inside of Klaviyo.
• Experience leading projects and being accountable for technical and business outcomes.
• Experience mentoring team members or driving initiatives that help the team grow and learn new skills.
• Experience conducting code reviews and maintaining a robust testing and deployment cycle.
• Curiosity and enthusiasm for AI-native product development, including practical experience experimenting with LLMs, AI tooling, or agentic workflows in professional or personal projects.
• Excitement about leveraging AI to improve engineering velocity, customer experiences, and operational workflows.
• A strong product mindset and willingness to collaborate cross-functionally to solve ambiguous problems with urgency and pragmatism.

Qualifications

• Skills with Python and related technologies.
• Skills with React and related technologies.
• Experience building conversational AI systems, workflow engines, or agentic platforms.
• Experience with retrieval systems, embeddings, eval frameworks, or LLM orchestration patterns.
• Experience building cloud-native solutions, ideally with AWS.
• Experience developing customer support, commerce, marketing, or customer data software solutions.
• Experience with machine learning systems or AI infrastructure.
• Experience building multi-tenant or highly configurable SaaS platforms.
• Familiarity with observability, tracing, experimentation, or AI quality/evaluation tooling.

Skills

• Experience with Python and related technologies.
• Experience with React and related technologies.
• Experience building conversational AI systems, workflow engines, or agentic platforms.
• Experience with retrieval systems, embeddings, eval frameworks, or LLM orchestration patterns.
• Experience building cloud-native solutions, ideally with AWS.
• Experience developing customer support, commerce, marketing, or customer data software solutions.
• Experience with machine learning systems or AI infrastructure.
• Experience building multi-tenant or highly configurable SaaS platforms.
• Familiarity with observability, tracing, experimentation, or AI quality/evaluation tooling.

Benefits

• Comprehensive range of health, welfare, and wellbeing benefits based on eligibility.
• Annual cash bonus plan.
• Variable compensation (OTE) for sales and customer success roles.
• Equity.
• Sign-on payments.

Pay

Your recruiter can provide more details about the specific salary/OTE range for your preferred location during the hiring process.

Schedule

This role may require up to 10% travel for purposes such as new hire onboarding, client or partner work if applicable, team meetings, and industry events. Travel is coordinated in advance.

Get to Know Klaviyo

We’re Klaviyo (pronounced clay-vee-oh). We empower creators to own their destiny by making first-party data accessible and actionable like never before. We see limitless potential for the technology we’re developing to nurture personalized experiences in ecommerce and beyond. To reach our goals, we need our own crew of remarkable creators—ambitious and collaborative teammates who stay focused on our north star: delighting our customers. If you’re ready to do the best work of your career, where you’ll be welcomed as your whole self from day one and supported with generous benefits, we hope you’ll join us.

AI fluency at Klaviyo

AI fluency at Klaviyo includes responsible use of AI (including privacy, security, bias awareness, and human-in-the-loop). We provide accommodations as needed.

Independent Bias Audit Report

Please see the independent bias audit report covering our use of Covey here.