Customer Experience Engineer II
Core
Resolve critical customer escalations, diagnose complex product problems, and drive continuous improvement by collaborating with Solution Architects, Product Managers, and Support Engineers.
Role type
Senior IC Customer Experience Engineer (Technical Support & Escalation Management)
Builds
Customer success through rapid issue resolution and self-remediation documentation
Domain
Technology industry, cloud, customer experience engineering
Deliverable
client delivery
Required skills
diagnosing complex product problems, managing customer relationships in consultative roles, communicating with senior stakeholders, collaborating across organizational boundaries, data-driven decision making, adopting new AI tools
Preferred skills
mentoring international teams, contributing to customer-facing documentation
Responsibilities
Break/fix critical customer escalations, collaborate with software engineers to resolve complex product problems, provide insights and recommendations to customers and account teams, contribute to customer-facing documentation for self-remediation, provide feedback to Engineering and Product Management teams, collaborate on new feature testing
Seniority
Mid-Senior, hands-on IC
