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.

The base salary range for this role is $103,000 - $129,000.

There is a strong preference to fill this role in NYC with a hybrid schedule out of our office, but we will consider exceptional candidates who are based in the EST time zone and open to working remotely.

Location Eligibility: While can be a remote position, HiBob is currently authorized to hire in the following states: CA. CO, CT, DC, FL, GA, IL, IN, KS, MA, MD, MN, NC, NH, NJ, NV, NY, OH, OK, OR, PA, RI, SC, TN, TX, UT, VA, WA.

• 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 Have

• 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.

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