Customer Experience Engineer (Payroll) - EST

HiBob

5h•Hybrid

About The Position

We are seeking a Customer Experience Engineer with a focus on Payroll to support our US customers in managing mission-critical payroll workflows. This role requires a blend of technical troubleshooting skills and deep payroll expertise. You will assist customers in navigating complex payroll scenarios, resolving issues that affect pay accuracy, and proactively mitigating risks. This is a significant role where your contributions directly impact the accuracy and timeliness of employee payments.

Requirements

4–6+ years of experience in Payroll, HRIS, or Payroll Support roles
Strong understanding of US payroll processes and compliance considerations
Experience troubleshooting payroll systems or integrations
Ability to analyze workflows and identify configuration gaps
Strong communication skills with both technical and non-technical stakeholders

Nice To Haves

Experience with payroll platforms (e.g., ADP, Gusto, Workday, Paylocity, etc.)
Exposure to APIs or system integrations
Experience supporting SaaS customers
Background in implementation or onboarding

Responsibilities

Own payroll-related escalations
Investigate and resolve issues impacting payroll runs, taxes, benefits, and reporting
Support customers during critical payroll cycles with urgency and precision
Ensure accurate data flow between Bob and payroll systems/integrations
Act as a payroll expert
Advise customers on payroll configurations and best practices
Troubleshoot issues related to US payroll compliance and workflows
Help customers understand how system setup impacts payroll outcomes
Bridge customers and product
Translate payroll challenges into product feedback and improvements
Partner with Product and Engineering on payroll-related enhancements
Advocate for customer needs in technical discussions
Drive proactive improvement
Identify misconfigurations and potential risks early
Recommend process improvements and system guardrails
Contribute to documentation and payroll best practices

Benefits

Competitive compensation
Pre-IPO equity
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)
Birthdays off and a special gift
Dog-friendly office