We are looking for a Customer Experience Engineer to act as the highest technical authority, empowering our teams and supporting our customers in the most complex scenarios.
This role exists to ensure customers maximize the value of the platform by driving reliability, proactive technical ownership, and high-quality resolutions at scale. You will lead complex escalations, represent Customer Experience in deep engineering discussions, and design structured processes, debugging frameworks, and automation that accelerate resolution and prevent recurrence.
This is a builders role. You are expected to improve the system, not just operate within it. You will strengthen the bridge between Customer Experience and R&D and help shape a high-performing technical layer that elevates both our teams and the overall customer experience.
This role exists to ensure customers maximize the value of the platform by driving reliability, proactive technical ownership, and high-quality resolutions at scale. You will lead complex escalations, represent Customer Experience in deep engineering discussions, and design structured processes, debugging frameworks, and automation that accelerate resolution and prevent recurrence.
This is a builders role. You are expected to improve the system, not just operate within it. You will strengthen the bridge between Customer Experience and R&D and help shape a high-performing technical layer that elevates both our teams and the overall customer experience.
Requirements:
4+ years of technical support experience within B2B SaaS
Strong SQL skills and the ability to analyze real queries
Deep understanding of REST APIs, webhooks, authentication, and integrations
Experience working with logs, monitoring systems, and debugging tools
Proven ownership of high-severity incidents
Experience improving processes, building automation, or enhancing operational workflows
Comfort using AI tools within technical workflows
A systems thinking mindset that goes beyond ticket execution
4+ years of technical support experience within B2B SaaS
Strong SQL skills and the ability to analyze real queries
Deep understanding of REST APIs, webhooks, authentication, and integrations
Experience working with logs, monitoring systems, and debugging tools
Proven ownership of high-severity incidents
Experience improving processes, building automation, or enhancing operational workflows
Comfort using AI tools within technical workflows
A systems thinking mindset that goes beyond ticket execution
This position is open to all candidates.
