Customer Experience Engineer, L2

About the role

Customer Experience Engineering is where customers, product, and engineering meet. As a CXE 2, you’ll lead complex technical problems and high-stakes customer situations from investigation through resolution and prevention. You’ll combine technical depth with the judgment and communication needed to guide customers when the answer is not yet clear.

CXE works from one shared queue. You’ll take the lead on problems that require deeper investigation, solution design, or cross-team coordination, while helping the team respond to customer needs across the queue. You’ll also turn what you learn into solutions, tools, and AI-enabled workflows that reduce repeat problems.

What you’ll do

• Own complex, ambiguous, enterprise, and escalated customer problems through investigation, resolution, communication, and closure.
• Come prepared to lead technical customer calls and escalations. Understand the account and issue history, ask precise questions, explain what is known and unknown, and give customers a clear plan and next update.
• Investigate unfamiliar issues across web applications, APIs, integrations, authentication, data, and code paths. Use logs, audit trails, session data, and monitoring tools to reconstruct what happened, test hypotheses, and identify a path to resolution when no playbook exists.
• Build scripts, integrations, automations, tooling, and other technical solutions for customer and team needs. Contribute code fixes where appropriate through Engineering review.
• Build and improve AI agents and workflows. Evaluate their accuracy and reliability, strengthen the context and safeguards they depend on, and measure whether they reduce customer effort or repeat work.
• Lead CXE’s technical and customer response during high-severity incidents. Help drive containment, engage the right on-call teams, provide timely updates, contribute to customer-facing RCAs, and follow corrective actions through to completion.
• Partner with account teams to understand strategic customers, spot recurring friction or emerging risks, and address problems before they become escalations.
• Manage concurrent priorities while protecting shared queue health, service levels, and communication quality across shifts and regions.
• Turn patterns from customer issues into adopted runbooks, onboarding improvements, automation, product feedback, or Engineering action that reduces recurrence. Mentor CXE 1 engineers through pairing, reviews, and case debriefs.
• Participate in rotational shifts and on-call coverage, including occasional evenings or weekends, to support global customer needs.

Who you are

• 3 to 7 years of experience in technical support, product support, solutions engineering, implementation, cloud support, software engineering, SDET, or a similar customer-facing technical role.
• Ability to independently investigate unfamiliar technical problems using API and application logs, audit trails, monitoring, session data, and other available tools.
• Ability to reconcile conflicting evidence, validate findings, and diagnose authentication and integration failures across systems.
• Ability to write and debug practical code in Python or a similar language, read unfamiliar code, and build scripts or automations that others can use.
• Ready to lead difficult customer conversations with technical credibility and empathy.
• Sound decision-making under pressure: assessing impact, prioritising work, bringing in the right people, and keeping investigations moving.
• High ownership working across Engineering, Product, and GTM.
• Hands-on experience using AI to investigate, build, and improve workflows, testing output before relying on it.
• Open to rotational shifts and occasional on-call coverage across a global customer base.

Nice to have

• Debugged ATS, HR-tech, developer-tooling, or other complex B2B SaaS integrations.
• Built and maintained customer solutions, internal tools, agents, or automations that were adopted and had measurable impact.
• Evaluated AI agents or workflows for accuracy, reliability, and safety, then improved them based on real use.
• Contributed fixes or improvements to a production codebase in a support, solutions, tooling, or software engineering context.
• Worked directly with strategic enterprise customers on technical solutions or proactive risk reduction.