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. Why Join Us? At Ketch, we’re serious about our values of passion, growth, grit, collaboration, and integrity. We’re a 65-person, Series B company backed by top-tier investors, and we’re looking for people who want to do the best work of their careers while shaping how the world handles data responsibly. We’re a rapidly growing, fast-paced, mission-based organization filled with a passionate, close-knit team all operating at the top of their game. Benefits and Perks Competitive medical, dental, and vision coverage, with 100% of premiums paid for US-based full-time employees Unlimited PTO, with employees encouraged to take at least 15 days a year 10 paid company holidays Paid parental leave Remote-friendly with flexible scheduling built around core collaboration hours Commuter benefits for office-based employees What will your day-to-day look like 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…