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Klaviyo is seeking a Senior Lead Engineer to set technical and product direction for its Customer Agent platform—a conversational AI system enabling brands to serve customers at scale. This is a principal-caliber individual contributor role, not a management position, where you'll architect, build, and operate a production agentic system end-to-end while staying hands-on with the hardest technical problems.
You will own the platform's core challenges: orchestration, evaluation frameworks, guardrails, memory and context management, self-healing mechanisms, and failure handling for non-deterministic systems. You'll write and ship code, review designs, and make architectural decisions that other engineers adopt. Your work will extend beyond your own component—you'll build frameworks and patterns that multiple teams reuse, unblocking the broader organization through the strength of your technical judgment.
The role requires deep production experience with agentic systems. You must have architected, scaled, and operated a real agent platform through launch, scale, incidents, and years of operational reality—not just prototyped one. You've learned hard lessons about securing agents against misuse, handling non-deterministic failures reliably, and operating multi-tenant systems at scale. You've set technical direction for an entire product area before, championed designs that shipped, and stayed hands-on throughout, writing code and debugging production issues yourself rather than delegating the hardest problems.
You'll partner with product, design, data science, and go-to-market leaders to shape the roadmap. You'll evaluate emerging AI technologies and bring the ones worth betting on into production. The team is small enough that a single senior engineer can shape how the entire platform evolves, yet backed by the scale and resources of a major East Coast tech company. This is a 0-to-1 product opportunity with startup speed and ownership.
