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.

What you'll 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
• 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

What you need

• 3–7 yrs of experience
• Incident response
• REST APIs
• SQL
• Python
• Customer success
• Communication
• Any graduate