Customer Experience Engineer (APIs) - EST

Job description

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.

Job requirements

• 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

Job responsibilities

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

Job benefits

 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!

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