Senior Customer Experience Engineer

About the role

The Senior Customer Experience Engineer takes ownership of the CX team's most complex, ambiguous, and high-impact customer issues, leading technical investigations through to resolution while keeping customers clearly informed throughout. With deep specialization in JDBC-based sources and integrations, the role acts as the technical bridge between customers, CX, Product, and Engineering.

What you'll do

• Own complex, ambiguous, and high-impact customer issues from investigation through resolution, with clear and proactive customer communication throughout
• Act as the technical escalation point for L1 and Associate CXEs, offering troubleshooting guidance and helping the team avoid unnecessary Engineering escalations
• Partner with Engineering and Product on complex issues by providing strong technical context, reproduction steps, impact assessment, and investigation findings
• Spot recurring issues and work with Engineering/Product to drive permanent fixes, rather than repeatedly patching the same symptoms
• Participate in — and where appropriate, lead — customer-impacting incidents and high-priority escalations

What you need

• 3–6 yrs of experience
• Escalation handling
• SQL
• ETL
• SOP writing
• Data warehousing
• REST APIs
• Any graduate

Good to have

• PostgreSQL
• SQL Server
• Java