Customer Experience Engineer - L1 / L2

Customer Experience Engineering is where customers, products, 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 behavior 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.

Responsibilities:

• 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 behavior, 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, analyze 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 under pressure.