Customer Experience Engineer, L2

About the role

Customer Experience Engineering is where customers, product, and engineering meet. As a CXE 2, you’ll be trusted to lead complex, ambiguous, high-risk, and enterprise customer problems end to end. You’ll design investigations where no playbook exists, connect behaviour across systems, make sound decisions under pressure, and hold the thread across customers, Engineering, Product, and GTM until the outcome is complete.

This is not a traditional Support role. CXE 2s do not wait for ‘level-appropriate’ tickets or hand work away after identifying a bug. You’ll share responsibility for one CXE queue, lead the situations where experience matters most, and convert recurring problems into tooling, AI-enabled workflows, product action, and prevention.

What you will do

• Lead complex, ambiguous, enterprise, solution-led, and escalated customer issues from investigation through resolution and trust-restoring closure.
• Design and execute investigations across web applications, APIs, integrations, authentication, data, logs, configurations, and system behaviour, even when no playbook exists.
• Resolve the majority of technical issues independently and engage Engineering only with clear evidence, reproduction steps, impact, and a strong technical hypothesis.
• Lead high-severity incident response and customer-facing RCAs, driving containment, stakeholder alignment, proactive communication, corrective action, and follow-through.
• Manage multiple concurrent priorities while protecting the health of the shared queue, service levels, and communication quality across shifts and regions.
• Use AI and coding tools to accelerate debugging, analyse patterns, build or maintain reliable agents and automations, and contribute lightweight code or tooling fixes.
• Turn recurring issues into adopted runbooks, onboarding improvements, evaluation loops, automation, product feedback, or Engineering action that reduces repeat work.
• Mentor CXE 1 engineers through pairing, reviews, and case debriefs; raise the team’s judgment without taking ownership away from them.
• Partner confidently with Engineering, Product, Customer Success, and Account teams, making important calls and keeping accountability clear during pressure.
• Participate in rotational shifts and on-call coverage, including occasional evenings or weekends, to support global customer needs.

Who you are

• 3 to 7 years of experience in technical support, product support, solutions engineering, implementation, cloud support, software engineering, SDET, or a similar customer-facing technical role.
• Strong debugging depth across web applications, REST APIs, distributed integrations, logs, configurations, and customer workflows.
• Solid SQL skills and the ability to independently investigate data issues and validate platform behaviour.
• Working knowledge of SSO, SAML, OAuth, and common identity or integration failure modes.
• Hands-on coding ability in Python or a similar language; comfortable reading production code and creating scripts, automations, or lightweight fixes.
• Proven judgment in ambiguous or high-pressure situations, including prioritisation, incident response, and deciding when and how to involve other teams.
• Clear, precise, and empathetic communicator who can lead difficult calls, executive-visible updates, and multi-stakeholder customer moments.
• Strong ownership: you drive outcomes without being chased and remain accountable even when work crosses team boundaries.
• Open to rotational shifts and occasional on-call coverage across a global customer base.

Even better if you have

• Debugged ATS, HR-tech, developer-tooling, or other complex B2B SaaS integrations.
• Built production-quality internal tools, agents, or automations with measurable impact.
• Used AI coding tools such as Claude, Cursor, Copilot, or similar to debug, evaluate, automate, or build.
• Contributed fixes or improvements to a production codebase in a support, tooling, solutions, or software engineering context.

You will thrive here if

• You solve problems rather than route them and own outcomes rather than activity.
• You are calm under pressure and can turn a difficult customer moment into trust.
• You connect individual issues to broader product, reliability, and business context.
• You treat AI as a capability multiplier and care about making its output reliable, safe, and reusable.
• You raise the bar for the team through judgment, coaching, and systems that outlast the individual ticket.