CXE II

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.
• Participate in rotational shifts and on-call coverage, including occasional evenings or weekends, to support global customer needs.