About the role
Responsibilities:
- Lead complex, ambiguous, enterprise, solution-led, and escalated customer issues from investigation through resolution and trust-restoring closure.
- Design and execute investigations across web applications, APIs, integrations, authentication, data, logs, configurations, and system behavior, even when no playbook exists.
- Resolve the majority of technical issues independently and engage engineering only with clear evidence, reproduction steps, impact, and a strong technical hypothesis.
- Lead high-severity incident response and customer-facing RCAs, driving containment, stakeholder alignment, proactive communication, corrective action, and follow-through.
- Manage multiple concurrent priorities while protecting the health of the shared queue, service levels, and communication quality across shifts and regions.
- Use AI and coding tools to accelerate debugging, analyze patterns, build or maintain reliable agents and automations, and contribute lightweight code or tooling fixes.
- Turn recurring issues into adopted runbooks, onboarding improvements, evaluation loops, automation, product feedback, or engineering action that reduces repeat work.
- Mentor CXE 1 engineers through pairing, reviews, and case debriefs; raise the team's judgment without taking ownership away from them.
- Partner confidently with engineering, product, customer success, and account teams, making important calls and keeping accountability clear during pressure.
- Participate in rotational shifts and on-call coverage, including occasional evenings or weekends, to support global customer needs.
Requirements:
- 3 to 7 years of experience in technical support, product support, solutions engineering, implementation, cloud support, software engineering, SDET, or a similar customer-facing technical role.
- Strong debugging depth across web applications, REST APIs, distributed integrations, logs, configurations, and customer workflows.
- Solid SQL skills and the ability to independently investigate data issues and validate platform behavior.
- Working knowledge of SSO, SAML, OAuth, and common identity or integration failure modes.
- Hands-on coding ability in Python or a similar language; comfortable reading production code and creating scripts, automations, or lightweight fixes.
- Proven judgment in ambiguous or high-pressure situations, including prioritization, incident response, and deciding when and how to involve other teams.
- Clear, precise, and empathetic communicator who can lead difficult calls, executive-visible updates, and multi-stakeholder customer moments.
- Strong ownership: you drive outcomes without being chased and remain accountable even when work crosses team boundaries.
- Open to rotational shifts and occasional on-call coverage across a global customer base.
Nice To Have:
- Debugged ATS, HR-tech, developer-tooling, or other complex B2B SaaS integrations.
- Built production-quality internal tools, agents, or automations with measurable impact.
- Used AI coding tools such as Claude, Cursor, Copilot, or similar to debug, evaluate, automate, or build.
- Contributed fixes or improvements to a production codebase in a support, tooling, solutions, or software engineering context.