Customer Experience Engineer, L2
Core
Lead complex technical problems and high-stakes customer situations for enterprise clients, combining deep technical investigation with communication to guide customers and prevent issues.
Role type
Senior IC Customer Experience Engineer (L2)
Builds
Technical solutions, scripts, integrations, automations, and AI-enabled workflows for customer and team needs
Domain
B2B SaaS, Developer Tools, Cloud Infrastructure
Required skills
Technical troubleshooting of web apps/APIs/integrations, Python coding and debugging, AI agent evaluation and improvement, cross-team coordination, incident management, customer communication under pressure
Preferred skills
Experience with ATS/HR-tech integrations, building adopted customer solutions, contributing fixes to production codebases, working with strategic enterprise customers
Technologies
Python, APIs, web applications, monitoring tools, logs, audit trails, session data, AI agents
Responsibilities
Investigate and resolve complex, ambiguous, escalated customer issues; lead technical customer calls and escalations; build scripts and automations for customer needs; lead response during high-severity incidents; mentor junior engineers; turn issue patterns into runbooks and product feedback
Seniority
Senior, hands-on IC
