Customer Experience Engineer - NYC

Job Description
We're seeking a Customer Experience Engineer (CXE), with experience in Payroll or other HR systems 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.
Job Requirements
What You Bring

• 5+ years of hands-on experience in technical support roles with a Payroll or HRTech product .
• Expertise in SQL , REST APIs , log analysis , and technical troubleshooting methodologies.
• 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.

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!