🛠️ Customer Experience Engineer

Heartbeat

16d • Hybrid

About The Position

Heartbeat is seeking a Customer Experience Engineer to join their small, hands-on team. This role is a hybrid of customer-facing support and building work aimed at improving the support function over time. The ideal candidate will handle customer tickets, host support calls, create tutorials, and write help documentation. Additionally, they will develop macros, build Pulse recipes, tune automations, and generally enhance the support team's capabilities. A key aspect of the role involves diagnosing and explaining technical issues to customers in real-time, demonstrating empathy and technical proficiency. The goal is to create solutions that compound over time, reducing repetitive tasks and allowing the team to focus on more complex customer needs.

Requirements

• Comfortable using browser developer tools (console, network tab, DOM inspection).
• Ability to investigate failing network requests and identify API rejections.
• Experience debugging integrations such as Stripe, OAuth flows, webhooks, email providers, and custom domains.
• Clear, concise, warm, and accurate writing skills for customer communication, internal documentation, and bug reports.
• Systems thinking approach to identify and fix root causes of recurring issues.
• Comfortable on camera for customer calls and video recordings.
• Proven ability to work autonomously and make independent judgments.
• Curiosity about AI tools and workflows.

Nice To Haves

• Hands-on experience with AI workflows (custom GPTs, Zapier, Make, n8n, agent setups).

Responsibilities

• Run the Zendesk queue with the rest of the support team.
• Host "get unstuck" Zoom calls with customers.
• Record short Loom walkthroughs for complex workflows.
• Write and update help center articles based on observed patterns.
• Debug frontend behavior using browser developer tools (console, network tab, DOM inspection).
• Trace API failures across integrations (Stripe, webhooks, custom domains, email providers, OAuth flows) and explain them clearly.
• Understand integration functionality to identify failure modes quickly.
• Identify patterns in support tickets and translate them into product fixes, workflow changes, or documentation improvements.
• Write clear bug reports for the engineering team or AI tooling.
• Build support workflows, Pulse recipes, macros, and tune Heartie Bot to prevent recurring customer issues.

Benefits

• Opportunity to learn deeply about the community business model.
• Experience shipping features rapidly in a startup environment with a short feedback loop.
• Insight into the operations of a small SaaS company across product, engineering, growth, and support.
• Opportunity to gain clarity on career fit and skill development.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed