We’re hiring a Customer Experience Engineer (Technical) to act as the highest level of technical escalation within our Customer Experience organization.

This is a deeply technical role focused on debugging complex system issues, investigating product behavior, and partnering closely with Engineering to drive resolution and long-term improvements.

You won’t just solve tickets—you’ll analyze systems, identify root causes, and improve how we operate at scale.

The base salary range for this role is $85,000 - $108,000.

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.

• 4–6+ years in Technical Support Engineering, Support Engineering, or similar roles

• Strong SQL skills (joins, data validation, debugging datasets)

• Deep understanding of APIs, webhooks, and integrations

• Experience with logs and monitoring tools (e.g., Datadog, Splunk, etc.)

• Proven experience handling high-severity technical incidents

• Strong problem-solving mindset focused on root cause analysis

Nice To Have:

• Experience in SaaS or microservices environments

• Background in software development

• Familiarity with observability and incident management practices

• Experience building automation or internal tools

Own complex technical escalations

• Lead investigations across APIs, integrations, webhooks, and backend systems

• Perform root cause analysis using logs, SQL, and internal tooling

• Reproduce issues and isolate failures across distributed environments

• Partner with Engineering on bug triage and resolution

Debug at the system level

• Analyze logs, traces, and database behavior to diagnose issues

• Investigate API failures, authentication issues, and data inconsistencies

• Work with observability tools to track incidents across services

Drive reliability and improvement

• Identify recurring patterns and propose systemic fixes

• Build debugging frameworks and escalation playbooks

• Improve issue reproducibility and reduce time to resolution

• Contribute to automation and internal tooling

Enable the broader team

• Mentor support engineers on advanced troubleshooting techniques

• Create technical documentation and internal knowledge resources

• Act as a bridge between Customer Experience and Engineering