Customer Experience Engineer

Join HiBob, a global HR platform used by over 5,000 multinational companies. As a Customer Experience Engineer, you will act as the highest technical authority, empowering teams and supporting customers in complex scenarios. You will lead escalations, represent Customer Experience in engineering discussions, and design processes that accelerate resolution and prevent recurrence. This is a builder's role, where you will improve the system and strengthen the bridge between Customer Experience and R&D.

• Act as the highest technical authority, empowering teams and supporting customers in complex scenarios.
• Drive reliability, proactive technical ownership, and high-quality resolutions at scale to maximize the value of the HiBob platform.
• Lead complex escalations, represent Customer Experience in deep engineering discussions, and design structured processes, debugging frameworks, and automation.
• 4+ years of technical support experience within B2B SaaS
• Strong SQL skills and the ability to analyze real queries
• Deep understanding of REST APIs, webhooks, authentication, and integrations
• Experience working with logs, monitoring systems, and debugging tools
• Proven ownership of high-severity incidents
• Experience improving processes, building automation, or enhancing operational workflows
• Comfort using AI tools within technical workflows
• A systems thinking mindset that goes beyond ticket execution

**Nice to Have**

• Experience supporting HR, payroll, or complex SaaS ecosystems
• Background in software development
• Experience scaling or redesigning support processes
• Familiarity with observability or incident management frameworks
• Practical experience integrating AI into operational workflows

**Who Thrives Here**

• You get frustrated by repetitive problems and improve them
• You think in root causes, not symptoms
• You enjoy digging into logs to understand why
• You challenge broken processes
• You use AI as leverage
• You care about both customer impact and system design