Customer Experience Engineer - NYC

Job Description
We're seeking a Customer Experience Engineer (CXE) with a strong background in IT systems, backend development, and technical infrastructure to join our US-based team. You'll serve as the highest tier of technical escalation within our Customer Experience organization, delivering deep diagnostics, working closely with R&D, and driving platform stability through engineering collaboration.
This is a highly technical support role , ideal for someone who enjoys diving into system architecture, database-level debugging, and integration challenges . You'll own mission-critical incidents, act as a technical consultant internally and externally, and help shape scalable, proactive support strategies.
This is an on-site position (2x a week) at our office in Midtown Manhattan.
The base salary for this role ranges from $98,000 to $145,000 per year.
Job Requirements
What You Bring

• 5+ years of hands-on experience in technical support roles with B2B SaaS applications.
• Advanced experience with SQL, REST APIs, JSON, and tools like Postman, SQL editors, Datadog, and other diagnostic or observability platforms. Must be able to pass a technical assignment and present your findings to a panel.
• Proven ability to thrive under pressure, managing multiple high-impact issues in parallel while maintaining focus, composure, and attention to detail.
• Comfortable with frequent context switching, you can quickly pivot between technical deep-dives, customer escalations, and internal collaborations without losing momentum.
• Strong assertiveness and communication skills, able to confidently represent customer needs, push back when necessary, and drive alignment across teams.
• Skilled in navigating cross-functional dynamics and internal priorities, building trusted relationships while influencing without authority.
• Experience resolving high-severity escalations and collaborating effectively with Engineering, DevOps, Product, and Customer Success teams.
• A solution-oriented, investigative mindset, capable of working independently and driving root cause resolution beyond surface symptoms.
• Excellent written and verbal communication; you can clearly and concisely explain complex technical topics to both technical and non-technical audiences.

Bonus Points For:

• Experience in payroll systems , HR tech, or handling compliance-heavy products.
• Knowledge of HTML/CSS , or scripting experience for automating internal tooling (e.g., Python, JS).
• Experience working in high-growth tech startups or environments with rapid scaling and shifting priorities.
• Exposure to AI-based tooling , telemetry systems, or experience leading proactive support innovations.

Job Responsibilities

• Serve as the final escalation point for highly complex or sensitive customer issues, ensuring timely resolution with high customer satisfaction.
• Investigate system infrastructure thoroughly using SQL, API calls, internal logs, and backend tools to perform root cause analysis and resolve edge-case escalations.
• Collaborate directly with Engineering, DevOps, and Product teams to triage bugs, offer architectural insights, and prioritize roadmap fixes based on customer impact.
• Lead and contribute to technical support initiatives, including workflow automation, telemetry development, or diagnostic tooling to improve support scalability.
• Mentor Tier 1 and 2 teams, sharing domain knowledge, conducting technical enablement sessions, and contributing to internal documentation and support processes.
• Manage and troubleshoot custom integrations, webhooks, and APIs to ensure customers achieve seamless connectivity between Bob and external platforms.
• Identify recurring issues, raise systemic concerns across teams, and drive long-term product and process improvements through data and feedback loops.

Benefits
HiBob is a village filled with amazing people, and we're especially proud of that. It's a place where Bobbers can be themselves. We're about fun, dreams, hopes, and ambition, just as much as we are about precision, growth, and top performance. Becoming a Bobber means you'll receive competitive compensation, benefits, and pre-IPO equity alongside all of this:

• Stock options at a high-growth unicorn startup
• 100% subsidized medical, dental, and vision coverage for employees
• 401(k) with a 3% company match starting from Day 1
• Hybrid working model
• Work from home allowance to get your home office set up!
• Temporary remote work-from-anywhere in the world for up to 2 months after 6 months of employment
• Annual Headspace subscription and wellness benefits
• Two social impact days per year for volunteering
• Bob balance days - 4 additional days within a calendar year - Enjoy a company-wide long weekend at the beginning of each quarter
• Employee referral program - $2,500 bonus for each successful referral, with an additional ambassador bonus
• Fun and frequent social events (in-person and virtual)
• We love birthdays - take the day off and receive a special gift
• Dog-friendly office

If this sounds like something you've been looking for, we'd love to have you. Come on, join our village!