Customer Experience Engineer

Job Description
About Us
HiBob is a global HR platform used by more than 5,000 multinational companies, including Monzo, Dott, Kahoot, Fiverr, and Octopus Energy. Our intuitive, data-driven platform is built for how people work today: globally, remotely, and collaboratively. Since 2015, we have achieved consecutive triple-digit year-over-year growth, powered by an exceptional team of Bobbers around the world.
Come and be you with us
At HiBob, we want you to bring all parts of yourself to work. We embrace diversity and encourage you to be your best self.
Job Requirements

• 4+ years of technical support experience within B2B SaaS
• Strong SQL skills and the ability to analyze real queries
• Deep understanding of REST APIs, webhooks, authentication, and integrations
• Experience working with logs, monitoring systems, and debugging tools
• Proven ownership of high-severity incidents
• Experience improving processes, building automation, or enhancing operational workflows
• Comfort using AI tools within technical workflows
• A systems thinking mindset that goes beyond ticket execution

Nice to Have

• Experience supporting HR, payroll, or complex SaaS ecosystems
• Background in software development
• Experience scaling or redesigning support processes
• Familiarity with observability or incident management frameworks
• Practical experience integrating AI into operational workflows

Who Thrives Here

• You get frustrated by repetitive problems and improve them
• You think in root causes, not symptoms
• You enjoy digging into logs to understand why
• You challenge broken processes
• You use AI as leverage
• You care about both customer impact and system design

Job Responsibilities
What will you do?
We are looking for a Customer Experience Engineer to act as the highest technical authority, empowering our teams and supporting our customers in the most complex scenarios.
This role exists to ensure customers maximize the value of the HiBob platform by driving reliability, proactive technical ownership, and high-quality resolutions at scale. You will lead complex escalations, represent Customer Experience in deep engineering discussions, and design structured processes, debugging frameworks, and automation that accelerate resolution and prevent recurrence.
This is a builder's role. You are expected to improve the system, not just operate within it. You will strengthen the bridge between Customer Experience and R&D and help shape a high-performing technical layer that elevates both our teams and the overall customer experience.
Your day-to-day responsibilities will include: Leading critical technical escalations

• Own the investigation and resolution of complex issues across APIs, integrations, webhooks, payroll workflows, and system configurations
• Perform deep root cause analysis using logs, SQL queries, tracing, and internal tooling
• Drive high severity incidents with structured communication and cross-functional coordination
• Improve escalation quality and reproducibility in partnership with Product and Engineering

Driving reliability, automation, and proactive improvement

• Identify recurring technical patterns and implement long-term improvements
• Develop structured debugging frameworks and playbooks to improve consistency and reduce MTTR
• Improve observability and challenge inefficiencies across environments
• Leverage AI tools to accelerate log analysis, pattern detection, and documentation quality
• Build lightweight automation that empowers frontline teams

Elevating technical excellence across the team

• Mentor CX Specialists in advanced troubleshooting practices
• Contribute to technical documentation and enablement initiatives
• Lead internal sessions on APIs, SQL investigation, and integration debugging

Benefits
Join our village
HiBob is a village filled with amazing people and we're especially proud of that. It's a place where Bobbers can be themselves. We're about fun, dreams, hopes and ambition, just as much as we are about precision, growth, and top performance. Becoming a Bobber means you'll receive competitive compensation, benefits, and pre-IPO equity alongside all of this:

• Company share options plan - every employee can eventually become a shareHolder
• Cash allowance for health insurance
• Annual vision allowance
• Annual Headspace subscription and wellness benefits
• Travel support (cycle scheme and season ticket loans)
• Work from home allowance - to get your home office set up!
• Temporary remote work from anywhere in the world for up to 2 months (after 6 months of employment)
• Bob balance days - Enjoy a company-wide long weekend at the beginning of each quarter
• 2 Social Impact days per year for volunteering
• Awesome employee referral program- $2,500 for each successful referral with an additional ambassador programme
• Pension scheme auto-enrolment from day 1
• Fun company and team social events (locally and virtually with our global teams)
• We love birthdays - take the day off and receive a special gift

If this sounds like something you've been looking for, we'd love to have you. Come on, join our village