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Job Description
We're seeking a Customer Experience Engineer (CXE) to join our US-based team and provide the highest level of technical support to our customers. As a CXE, you'll troubleshoot the toughest product issues, collaborate closely with R&D and Engineering, and drive product improvements through your insights. You'll act as both an expert problem-solver and a technical mentor, empowering others to support customers more effectively.
This is a technical role within the support organization, requiring advanced troubleshooting, engineering collaboration, process innovation, and a proactive, solution-oriented mindset.
This is an on-site position (2x a week) at our office in Midtown Manhattan.
The base salary for this role ranges from $98,000 to $145,000 per year.
Job Requirements
What You Bring
Job Responsibilities
What You'll Do
Benefits
Join our village
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 seeking a Customer Experience Engineer (CXE) to join our US-based team and provide the highest level of technical support to our customers. As a CXE, you'll troubleshoot the toughest product issues, collaborate closely with R&D and Engineering, and drive product improvements through your insights. You'll act as both an expert problem-solver and a technical mentor, empowering others to support customers more effectively.
This is a technical role within the support organization, requiring advanced troubleshooting, engineering collaboration, process innovation, and a proactive, solution-oriented mindset.
This is an on-site position (2x a week) at our office in Midtown Manhattan.
The base salary for this role ranges from $98,000 to $145,000 per year.
Job Requirements
What You Bring
- 5+ years of hands-on experience in technical support roles.
- Expertise in SQL , REST APIs , log analysis , and technical troubleshooting methodologies. Must be able to pass a technical assignment.
- Proven experience managing and resolving complex escalations, with a strong ability to prioritize, communicate, and execute under pressure.
- Familiarity with support platforms like Zendesk, Salesforce, Asana, and logging tools.
- A deep understanding of customer success principles , with a high degree of empathy and ownership.
- Strong cross-functional communication skills, able to translate customer issues into engineering language and vice versa.
- A proactive mindset, self-driven, curious, and ready to go beyond the ticket to improve the product and the customer experience.
- Strong preference for someone with HRTech experience.
Job Responsibilities
What You'll Do
- Serve as the final technical escalation point for customer issues, with full ownership of high-severity incidents, ensuring rapid resolution and customer satisfaction.
- Deep dive into Bob's platform using tools like SQL, internal logs, API calls, and back-office dashboards to perform root cause analysis and identify long-term solutions.
- Collaborate directly with R&D and Customer Solution Architects on bug triage, feature improvements, and architectural feedback, acting as the voice of the customer in engineering discussions.
- Own technical projects that enhance support operations, such as internal tools development, automation of workflows, and telemetry improvements.
- Mentor and upskill Tier 1 and 2 support teams , building technical documentation, conducting training sessions, and ensuring knowledge transfer across the organization.
- Drive integration excellence by supporting customer use of Bob's APIs and webhooks, leveraging your experience with complex technical systems.
- Proactively identify systemic issues and recurring pain points , partnering with cross-functional teams to drive preventative product and process changes.
Benefits
Join our village
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
- 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!
HiBob New York, New York, USA Office
HiBob HiBob New York City Office
Our office is in Chelsea - Manhattan's art district - full of diverse restaurants, the High Line park and world class art galleries. Located near Penn Station, the office is very easy to get to.
What you need to know about the NYC Tech Scene
As the undisputed financial capital of the world, New York City is an epicenter of startup funding activity. The city has a thriving fintech scene and is a major player in verticals ranging from AI to biotech, cybersecurity and digital media. It also has universities like NYU, Columbia and Cornell Tech attracting students and researchers from across the globe, providing the ecosystem with a constant influx of world-class talent. And its East Coast location and three international airports make it a perfect spot for European companies establishing a foothold in the United States.
Key Facts About NYC Tech
- Number of Tech Workers: 549,200; 6% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Capgemini, Bloomberg, IBM, Spotify
- Key Industries: Artificial intelligence, Fintech
- Funding Landscape: $25.5 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Greycroft, Thrive Capital, Union Square Ventures, FirstMark Capital, Tiger Global Management, Tribeca Venture Partners, Insight Partners, Two Sigma Ventures
- Research Centers and Universities: Columbia University, New York University, Fordham University, CUNY, AI Now Institute, Flatiron Institute, C.N. Yang Institute for Theoretical Physics, NASA Space Radiation Laboratory
