Customer Experience Engineer (APIs) - EST

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.

• 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

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 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)
• 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!