Technical Support Engineer (Payroll) - EST

HiBob•,

5h•$103,000 - $129,000•Hybrid

About The Position

We’re looking for a Technical Support Engineer (Payroll Focus) to support our US customers in managing mission-critical payroll workflows. This role combines technical troubleshooting with deep payroll product expertise. You’ll help customers navigate complex payroll scenarios, resolve issues impacting pay accuracy, and proactively prevent risks. This is a high-impact role where your work directly affects employees getting paid correctly and on time.

Requirements

4+ years of technical support experience supporting Payroll applications, Payroll platforms, HRIS systems, or HR SaaS applications.
Strong understanding of payroll systems, payroll data flows, and payroll-related business processes.
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.
Ability to analyze workflows and identify configuration gaps
Demonstrates a proactive, self-starter mindset with the ability to take initiative and drive tasks forward independently, requiring minimal supervision

Nice To Haves

CPP, FPC, or equivalent payroll certifications.
Experience supporting multi-state payroll platforms.
Experience supporting Benefits Administration products.
Basic scripting or HTML/CSS knowledge.
Experience working in a high-growth SaaS environment.

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
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