The role involves acting as a technical escalation point, debugging system issues, analyzing logs and data, collaborating with engineering, and driving reliability improvements. Responsibilities also include mentoring, creating documentation, and enhancing internal tools.
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 reso lution 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
Nice To Have:
Job Responsibilities
Own complex technical escalations
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:
If this sounds like something you've been looking for, we'd love to have you. Come on, join our village!
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 reso lution 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
- 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
- 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
- Mentor support engineers on advanced troubleshooting techniques
- Create technical documentation and internal knowledge resources
- Act as a bridge between Customer Experience and Engineering
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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