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Staff Engineer, Applied AI (Customer Agent)
About the Team:
Our Engineering team builds the AI systems that power how brands run their businesses on Klaviyo. We move fast, ship in production, and hold a high bar for what "AI-native" actually means: systems that make real judgment calls, not demos.
The Customer Agent team is one of the newest and most ambitious groups in that org, based in Boston and working in-office: we're building a conversational AI system that lets brands serve their own customers at a scale no human support team could match. We're still small enough that one engineer’s work visibly shapes how the whole platform evolves. We're past the demo stage: the team ships changes against live customer traffic, measures quality with real evaluation frameworks, and treats reliability as a product feature, not an afterthought.
About the Role:
As a Staff Engineer, you'll set the technical and product direction for a core area of Customer Agent end to end, building a 0-to-1 agentic product with the speed and ownership of a startup, backed by the scale and resources of one of the most innovative tech companies on the East Coast, while staying hands-on with the hardest problems yourself. This is a lead-level role, with a wide footprint across our agentic product - from orchestration to governance - that grows based on where the product is when you join. We're looking for an engineer who owns complex, ambiguous problems, who has built, scaled, and supported a production agentic system through everything that comes after the demo, and who up-levels the people, process, and technology around them.
How You'll Make an Impact:
- Set the technical and product direction for a core area of Customer Agent, from architecture through production, and contribute to the direction of the platform overall.
- Take on the hardest technical problems in your area: orchestration, evaluation, guardrails, memory & context, failure handling for non-deterministic systems.
- Write and ship code, review designs, and make the hard calls in your area when there’s no obvious right answer.
- Define patterns that other engineers adopt, and mentor through design reviews rather than direct management.
