Customer Experience Engineer

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.