CX Engineer (Remote - London)
Ketch is a modern privacy management software that keeps enterprise's data clean, permissioned, and AI-ready. Our software is trusted by 3,500+ brands, running data permissioning at scale. From global retailers to media networks, fintechs, and AI-native companies, brands rely on our software to responsibly collect, control, and activate compliant, clean data across their enterprise ecosystem.
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.
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.
Why Join Us?
At Ketch, we’re serious about our values of passion, growth, grit, collaboration, and integrity.
We’re a 70-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 fast-growing, fast-paced organization and our passionate, close-knit team is all operating at the very top of their game.
Benefits
- Competitive medical, dental, and vision coverage, with 100% of premiums paid for US-based full-time employees
- Unlimited PTO
- 10 paid company holidays
- Paid parental leave
- Remote-friendly with flexible scheduling built around core collaboration hours
- Commuter benefits for office-based employees
- Equity
About this role
This is a customer-facing technical role based in London, working hybrid. You'll work directly with Ketch customers to troubleshoot and resolve technical issues across our platform, their websites and apps, and their API integrations. Candidates must be based in (or able to commute to) London and have the right to work in the UK without sponsorship.
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.
Skills and Qualifications
- 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
- Nice to have: 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
The Base Salary range for this full-time position is £70,000 - £90,000 + equity + benefits. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.
Information collected and processed as part of any job applications you choose to submit is subject to Ketch's Applicant and Employee Privacy Notice.
Ketch is proud to be an equal opportunity employer. We are committed to building a workforce that is representative of the users we serve, creating a culture of belonging, and providing an equal employment opportunity regardless of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, criminal histories consistent with legal requirements, or any other basis protected by law.
If you have a need that requires accommodation, please let us know by emailing [email protected].
Ketch is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.
To all recruitment agencies: Ketch does not accept agency resumes. Please do not forward resumes to our jobs alias, Ketch employees, or any other organization location. Ketch is not responsible for any fees related to unsolicited resumes.