Customer Experience Engineer – Benefits Administration

HiBob•,

10d•$103,000 - $129,000•Hybrid

About The Position

We're looking for a US Benefits Administration Customer Experience Engineer (CXE) to join our Customer Experience team. In this role, you'll serve as the highest technical escalation point for Benefits Administration-related customer issues, partnering closely with Product, Engineering, Customer Success, and Support teams to investigate and resolve complex product challenges. You'll analyze system behavior, reproduce issues, investigate data discrepancies, and identify root causes impacting customer workflows. While this is not a software engineering role, successful candidates should be comfortable working with technical concepts, reviewing logs and data, understanding integrations, and collaborating with Engineering teams to drive resolution. This is a unique opportunity for someone who combines Benefits Administration knowledge with strong technical troubleshooting skills and a passion for solving complex customer problems.

Requirements

4+ years of technical support experience supporting Benefits Administration platforms, HRIS systems, or SaaS applications.
Strong understanding of US Benefits Administration processes, including eligibility, enrollments, life events, carrier interactions, and benefits data flows.
Experience in troubleshooting complex customer issues and performing root cause analysis.
Experience supporting enterprise customers in a technical support or escalation environment.
Experience working with APIs, integrations, webhooks, and data synchronization processes.
Familiarity with SQL and database concepts, including the ability to query or analyze data during investigations.
Experience investigating issues using logs, audit trails, reporting tools, and system-generated data.
Experience working with Zendesk, Salesforce, Jira, Asana, or similar support platforms.
Experience collaborating with Product and Engineering teams.
Strong written and verbal communication skills.
High level of ownership and accountability.

Nice To Haves

Experience with ACA, COBRA, ERISA, or other US benefits compliance requirements.
Previous experience supporting payroll-related products.
Experience in HR Technology environments.
Basic scripting or HTML/CSS knowledge.
Experience working in a high-growth SaaS environment.

Responsibilities

Act as the highest level of support for Benefits Administration-related product issues.
Investigate complex customer-reported problems that cannot be resolved by frontline support teams.
Take ownership of critical escalations from investigation through resolution.
Clearly communicate findings, impact, and next steps to customers and internal stakeholders.
Reproduce customer-reported issues in test environments.
Analyze system behavior using logs, audit trails, APIs, reporting tools, databases, and internal platforms.
Investigate eligibility discrepancies, enrollment issues, carrier integration failures, benefits data inconsistencies, and unexpected product behavior.
Perform root cause analysis and provide Engineering teams with actionable findings, reproduction steps, and business impact.
Validate fixes and confirm issue resolution.
Work closely with Product, Engineering, Customer Success, Benefits Operations, and Support teams.
Participate in bug triage and technical investigations.
Advocate for customer impact during prioritization discussions.
Bridge the gap between customer-reported issues and technical investigations.
Identify recurring issues and escalation trends.
Contribute to internal documentation and troubleshooting resources.
Help improve investigation processes, tooling, and support workflows.
Share technical knowledge across Customer Experience teams.

Benefits

Competitive compensation package
Salary
Benefits
Pre-IPO equity
Stock options in a scaled, high-growth SaaS leader
Comprehensive medical, dental, and vision coverage from day one
401(k) with a 3% company match effective the month following your start date
Monthly wellness stipend to invest in your physical, mental, and overall wellbeing
Work from home allowance to set up your home office
Bob balance days - 4 additional days within a calendar year - Enjoy a company-wide long weekend at the beginning of each quarter
Birthday off and a special gift
Two social impact days each year - to volunteer and give back to causes you care about
Annual Headspace subscription and wellness benefits
$2,500 employee referral bonus (plus ambassador incentives)