Customer Experience Engineer, L2
Core
Own complex technical escalations for B2B SaaS customers, debugging platform/API failures and leading incident response.
Role type
Senior L2 Customer Experience Engineer (Technical Support)
Builds
Customer trust and retention through effective resolution of high-severity issues and integration failures.
Domain
B2B SaaS, Developer Tools, HR Tech integrations
Deliverable
client delivery
Required skills
Advanced debugging of web apps/REST APIs, SQL query writing, SSO/SAML/OAuth diagnosis, Python scripting for automation, log analysis, incident management, RCA documentation, stakeholder management
Preferred skills
ATS/HR tech debugging experience, AI coding tools usage, internal tool building
Technologies
Python, SQL, REST APIs, SSO, SAML, OAuth, Log analysis tools, AI coding tools (Claude, Cursor, Copilot)
Responsibilities
Debug platform and integration failures independently; Collaborate with Engineering on confirmed bugs; Lead incident management and Root Cause Analyses; Manage multiple tickets while maintaining SLA compliance; Identify recurring patterns and create runbooks; Participate in rotational on-call schedule
Seniority
Mid-Senior, hands-on IC