We're seeking a Customer Experience Engineer (CXE) to join our US-based team and provide the highest level of technical support to our customers. As a CXE, you'll troubleshoot the toughest product issues, collaborate closely with R&D and Engineering, and drive product improvements through your insights. You'll act as both an expert problem-solver and a technical mentor, empowering others to support customers more effectively.
This is a technical role within the support organization, requiring advanced troubleshooting, engineering collaboration, process innovation, and a proactive, solution-oriented mindset.
This is an on-site position (2x a week) at our office in Midtown Manhattan.
The base salary for this role ranges from $98,000 to $145,000 per year.
Job Requirements
What You Bring
- 5+ years of hands-on experience in technical support roles.
- Expertise in SQL , REST APIs , log analysis , and technical troubleshooting methodologies. Must be able to pass a technical assignment.
- Proven experience managing and resolving complex escalations, with a strong ability to prioritize, communicate, and execute under pressure.
- Familiarity with support platforms like Zendesk, Salesforce, Asana, and logging tools.
- A deep understanding of customer success principles , with a high degree of empathy and ownership.
- Strong cross-functional communication skills, able to translate customer issues into engineering language and vice versa.
- A proactive mindset, self-driven, curious, and ready to go beyond the ticket to improve the product and the customer experience.
- Strong preference for someone with HRTech experience.
Job Responsibilities
What You'll Do
- Serve as the final technical escalation point for customer issues, with full ownership of high-severity incidents, ensuring rapid resolution and customer satisfaction.
- Deep dive into Bob's platform using tools like SQL, internal logs, API calls, and back-office dashboards to perform root cause analysis and identify long-term solutions.
- Collaborate directly with R&D and Customer Solution Architects on bug triage, feature improvements, and architectural feedback, acting as the voice of the customer in engineering discussions.
- Own technical projects that enhance support operations, such as internal tools development, automation of workflows, and telemetry improvements.
- Mentor and upskill Tier 1 and 2 support teams , building technical documentation, conducting training sessions, and ensuring knowledge transfer across the organization.
- Drive integration excellence by supporting customer use of Bob's APIs and webhooks, leveraging your experience with complex technical systems.
- Proactively identify systemic issues and recurring pain points , partnering with cross-functional teams to drive preventative product and process changes.
Benefits
Join our village
HiBob is a village filled with amazing people and we're especially proud of that. It's a place where Bobbers can be themselves. We're about fun, dreams, hopes and ambition, just as much as we are about precision, growth, and top performance. Becoming a Bobber means you'll receive competitive compensation, benefits, and pre-IPO equity alongside all of this:
- 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
- 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)
- We love birthdays - take the day off and receive a special gift
- Dog-friendly office
If this sounds like something you've been looking for, we'd love to have you. Come on, join our village!
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What We Do
HiBob helps modern, mid-size businesses transform the way they manage people, giving HR and managers all they need to connect, engage, develop, and retain top talent. Since 2015, we’ve achieved consecutive triple-digit year-over-year growth, all backed by our amazing team of Bobbers from across the globe, making us the choice HRIS of over 4000 midsize and multinational companies.
Our HR platform is intuitive, data-driven, and built for the way people work today: globally, remotely, and collaboratively. Fast-growing companies across the globe such as Huel, What3words, Fiverr, and VaynerMedia rely upon Bob to help them create the best work experiences for their people.
Why Work With Us
Being a Bobber is all about being you. We want you to bring all parts of yourself to work, giving you the freedom and confidence to be the best you and do your best work. If that’s bubbly, shy, precise, funny, bold, kind, honest, brilliant, or anything in between, we’re waiting with open arms. Come join us.
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HiBob Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
We love collaborating and connecting with our team members in person and we hope you do too. Our team spends 2-3 days per week in our NYC office.
