Customer Experience Engineer (APIs) - EST

HiBob

5h•Hybrid

About The Position

This is a deeply technical role focused on debugging complex system issues, investigating product behavior, and partnering closely with Engineering to drive resolution and long-term improvements. The Customer Experience Engineer (Technical) will act as the highest level of technical escalation within the Customer Experience organization. You won’t just solve tickets—you’ll analyze systems, identify root causes, and improve how we operate at scale.

Requirements

4–6+ years in Technical Support Engineering, Support Engineering, or similar roles
Strong SQL skills (joins, data validation, debugging datasets)
Deep understanding of APIs, webhooks, and integrations
Experience with logs and monitoring tools (e.g., Datadog, Splunk, etc.)
Proven experience handling high-severity technical incidents
Strong problem-solving mindset focused on root cause analysis

Nice To Haves

Experience in SaaS or microservices environments
Background in software development
Familiarity with observability and incident management practices
Experience building automation or internal tools

Responsibilities

Own complex technical escalations
Lead investigations across APIs, integrations, webhooks, and backend systems
Perform root cause analysis using logs, SQL, and internal tooling
Reproduce issues and isolate failures across distributed environments
Partner with Engineering on bug triage and resolution
Debug at the system level
Analyze logs, traces, and database behavior to diagnose issues
Investigate API failures, authentication issues, and data inconsistencies
Work with observability tools to track incidents across services
Identify recurring patterns and propose systemic fixes
Build debugging frameworks and escalation playbooks
Improve issue reproducibility and reduce time to resolution
Contribute to automation and internal tooling
Mentor support engineers on advanced troubleshooting techniques
Create technical documentation and internal knowledge resources
Act as a bridge between Customer Experience and Engineering

Benefits

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 for those who are in the NYC metro area.
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)
Birthday off and a special gift
Dog-friendly office