Sr. Staff Engineer - Customer Agent

About the role

<div class="content-intro"><p><em>At Klaviyo, we value the unique backgrounds, experiences and perspectives each Klaviyo (we call ourselves Klaviyos) brings to our workplace each and every day. We believe everyone deserves a fair shot at success and appreciate the experiences each person brings beyond the traditional job requirements. If you're a close but not exact match with the description, we hope you'll still consider applying. Want to learn more about life at Klaviyo? The listing location is Boston, MA.

Key facts

What you'll do

• <div class="content-intro"><p><em>At Klaviyo, we value the unique backgrounds, experiences and perspectives each Klaviyo (we call ourselves Klaviyos) brings to our workplace each and every day.
• We believe everyone deserves a fair shot at success and appreciate the experiences each person brings beyond the traditional job requirements.
• If you're a close but not exact match with the description, we hope you'll still consider applying.
• Want to learn more about life at Klaviyo?
• Visit <a class="_ymio1r31 _ypr0glyw _zcxs1o36 _mizu194a _1ah3dkaa _ra3xnqa1 _128mdkaa _1cvmnqa1 _4davt94y _4bfu18uv _1hms8stv _ajmmnqa1 _vchhusvi _kqswh2mm _ect4ttxp _syaz13af _1a3b18uv _4fpr8stv _5goinqa1 _f8pj13af _9oik18uv _1bnxglyw _jf4cnqa1 _30l313af _1nrm18uv _c2waglyw _1iohnqa1 _9h8h12zz _10531ra0 _1ien1ra0 _n0fx1ra0 _1vhv17z1" href="http://klaviyo.com/careers" data-renderer-mark="true">klaviyo.com/careers</a> to see how we empower creators to own their own destiny.</em></p></div><h1>Senior Staff Engineer
• Customer Agent</h1> <p>Are you looking for one of the most impactful AI-native leadership roles in Boston?
• Join us at Klaviyo and lead the team building Customer Agent, a conversational AI system that enables brands to interact with their customers at a scale they have never achieved before.</p> <p>Customer Agent is central to Klaviyo's vision for AI-powered customer engagement.
• It delivers real-time, contextually aware conversations that help brands support, convert, and retain millions of consumers.
• We are just beginning to unlock what is possible, and we are looking for an engineering leader who is eager to define that future.

Requirements

• <div class="content-intro"><p><em>At Klaviyo, we value the unique backgrounds, experiences and perspectives each Klaviyo (we call ourselves Klaviyos) brings to our workplace each and every day.
• We believe everyone deserves a fair shot at success and appreciate the experiences each person brings beyond the traditional job requirements.
• 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.</p> <p><strong>About the Role:</strong></p> <p>We are seeking an experienced Senior Staff Engineer with deep expertise building and scaling agentic systems and AI-enabled products.
• You will drive technical strategy, lead architectural direction, and partner closely with product, design, data science, and engineering leaders to deliver industry-defining AI experiences.</p> <p>This role is ideal for a hands-on technical leader who thrives in ambiguity, enjoys building from first principles, and wants to influence both product direction and engineering strategy.
• You will be expected to operate as a force multiplier across teams, leading through technical excellence, execution, and mentorship rather than direct people management.</p> <p>You will work on some of Klaviyo's most important AI investments, helping define the next generation of conversational experiences while operating at the intersection of large-scale systems, agentic workflows, personalization, and real-world customer outcomes.</p> <h2>How You Will Make an Impact:</h2> <ul> <li>Lead the architecture, design, and implementation of Customer Agent's core platform and AI capabilities.</li> <li>Drive technical strategy and long-term system evolution for conversational AI experiences serving millions of users.</li> <li>Build and ship complex AI-powered product features, balancing speed, quality, reliability, and customer impact.</li> <li>Partner closely with Product, Design, Data Science, GTM, and Engineering leaders to define product direction and execution plans.</li> <li>Make critical technical decisions around agent architectures, orchestration frameworks, retrieval systems, memory, tool use, evaluation, and reliability.</li> <li>Establish engineering best practices around observability, testing, monitoring, experimentation, and operational excellence for AI systems.</li> <li>Lead large, cross-functional initiatives spanning multiple teams and organizations.</li> <li>Mentor engineers through technical leadership, design reviews, architecture discussions, and hands-on collaboration.</li> <li>Evaluate emerging AI technologies and frameworks, identifying opportunities to create meaningful customer value.</li> <li>Influence engineering standards and contribute to the broader technical direction of Klaviyo's AI platform.</li> </ul> <h2>Who You Are:</h2> <ul> <li>10+ years of software engineering experience building and operating production systems at scale.</li> <li>Significant experience designing and shipping customer-facing AI-powered products or agentic systems.</li> <li>Strong backend engineering and distributed systems fundamentals, with the ability to reason about

About Klaviyo

Klaviyo is a marketing automation platform built for online businesses. Founded in 2012, Klaviyo went public on the NYSE in 2023. The platform powers personalized email and SMS marketing for over 143,000 brands.

Software engineering work usually means turning product intent into systems that run in production. Engineers write and review code, break large changes into reviewable pieces, and watch how those changes behave after they ship. Most teams share on-call or incident habits so outages get a clear owner. Collaboration with product and design is part of the job, not an extra. The duties above are the ones this listing actually states for this opening.