Customer Experience Engineer (APIs) - EST
HiBob · United States
- Hybrid
- Full-time
- $96,500 / year
- United States
Job highlights
- Handle highest technical escalations for customer experience.
- Debug complex system issues using logs and SQL.
- Investigate APIs, webhooks, and integrations deeply.
- Partner with Engineering for bug resolution.
- Drive system reliability and improvements at scale.
About the role
About the Role
We’re hiring a Customer Experience Engineer (Technical) to act as the highest level of technical escalation within our Customer Experience organization. This is a deeply technical role focused on debugging complex system issues, investigating product behavior, and partnering closely with Engineering to drive resolution and long-term improvements. You won’t just solve tickets—you’ll analyze systems, identify root causes, and improve how we operate at scale.
Job Requirements
- 4–6+ years in Technical Support Engineering, Support Engineering, or similar roles
- Strong SQL skills (joins, data validation, debugging datasets)
- Deep understanding of APIs, webhooks, and integrations
- Experience with logs and monitoring tools (e.g., Datadag, Splunk, etc.)
- Proven experience handling high-severity technical incidents
- Strong problem-solving mindset focused on root cause analysis
Nice To Have
- Experience in SaaS or microservices environments
- Background in software development
- Familiarity with observability and incident management practices
- Experience building automation or internal tools
Job Responsibilities
- Own complex technical escalations
- Lead investigations across APIs, integrations, webhooks, and backend systems
- Perform root cause analysis using logs, SQL, and internal tooling
- Reproduce issues and isolate failures across distributed environments
- Partner with Engineering on bug triage and resolution
- Debug at the system level
- Analyze logs, traces, and database behavior to diagnose issues
- Investigate API failures, authentication issues, and data inconsistencies
- Work with observability tools to track incidents across services
- Drive reliability and improvement
- Identify recurring patterns and propose systemic fixes
- Build debugging frameworks and escalation playbooks
- Improve issue reproducibility and reduce time to resolution
- Contribute to automation and internal tooling
- Enable the broader team
- Mentor support engineers on advanced troubleshooting techniques
- Create technical documentation and internal knowledge resources
- Act as a bridge between Customer Experience and Engineering
Job Benefits
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:
- Stock options at a high-growth unicorn startup
- 100% subsidized medical, dental, and vision coverage for employees
- 401(k) with a 3% company match starting from Day 1
- Hybrid working model for those who are in the NYC metro area.
- 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
- Annual Headspace subscription and wellness benefits
- Two social impact days per year for volunteering
- Bob balance days - 4 additional days within a calendar year - Enjoy a company-wide long weekend at the beginning of each quarter
- Employee referral program - $2,500 bonus for each successful referral, with an additional ambassador bonus
- Fun and frequent social events (in-person and virtual)
- We love birthdays - take the day off and receive a special gift
- Dog-friendly office
If this sounds like something you’ve been looking for, we’d love to have you. Come on, join our village!
Key skills/competency
- Customer Experience Engineer
- Technical Escalation
- API Debugging
- System Issues
- Root Cause Analysis
- SQL
- Integrations
- Logs and Monitoring Tools
- High-Severity Incidents
- SaaS
Skills & topics
- Customer Experience Engineer
- Technical Support
- API
- SQL
- Integrations
- Webhooks
- Logs
- Monitoring
- SaaS
- Troubleshooting
- Root Cause Analysis
- System Debugging
- Escalation Engineer
How to get hired
- Tailor your resume: Highlight your 4-6+ years in technical support, deep API knowledge, SQL proficiency, and experience with high-severity incidents. Use keywords from the job description.
- Craft a compelling cover letter: Emphasize your problem-solving skills, root cause analysis abilities, and experience with logs and monitoring tools. Showcase your passion for improving customer experience.
- Prepare for technical interviews: Expect questions on API debugging, SQL queries, log analysis, and troubleshooting distributed systems. Be ready to discuss complex technical incidents you've handled.
- Understand HiBob's culture: Research their values, mission, and employee testimonials. Demonstrate how your approach aligns with their 'village' culture and focus on growth and performance.
Technical preparation
Master SQL joins and data debugging techniques.,Practice API request/response analysis.,Study log analysis and monitoring tools.,Prepare to explain complex incident resolution.
Behavioral questions
Describe a time you handled a high-severity incident.,How do you approach root cause analysis?,How do you collaborate with engineering teams?,How do you mentor junior support engineers?
Frequently asked questions
- What are the primary responsibilities of a Customer Experience Engineer (APIs) at HiBob?
- As a Customer Experience Engineer (APIs) at HiBob, you will be the highest technical escalation point within the Customer Experience team. Your responsibilities include debugging complex system issues, investigating product behavior, performing root cause analysis using tools like SQL and logs, and collaborating closely with the Engineering team to resolve bugs and implement long-term improvements. You will focus on APIs, integrations, and webhooks.
- What technical skills are essential for the Customer Experience Engineer (APIs) role at HiBob?
- Essential technical skills for this role include 4-6+ years in a technical support or similar engineering role, strong SQL skills for data analysis and debugging, a deep understanding of APIs and webhooks, and experience with logs and monitoring tools like Datadog or Splunk. Proven experience handling high-severity technical incidents and a strong problem-solving mindset are also crucial.
- Does HiBob offer remote work options for the Customer Experience Engineer (APIs) position?
- HiBob has a strong preference for filling this role in NYC with a hybrid schedule. However, they will consider exceptional candidates based in the EST time zone who are open to remote work. Location eligibility for remote work is currently limited to specific states, including CA, CO, CT, DC, FL, GA, IL, IN, KS, MA, MD, MN, NC, NH, NJ, NV, NY, OH, OK, OR, PA, RI, SC, TN, TX, UT, VA, WA.
- What is the salary range for the Customer Experience Engineer (APIs) position at HiBob?
- The base salary range for the Customer Experience Engineer (APIs) role at HiBob is between $85,000 and $108,000 annually. This range may vary based on your experience, qualifications, and location.
- What are the benefits of working as a Customer Experience Engineer at HiBob?
- HiBob offers a competitive compensation package including pre-IPO equity, 100% subsidized medical, dental, and vision coverage, a 401(k) with a company match, and a hybrid work model in NYC. Additional benefits include a work-from-home allowance, temporary remote work opportunities abroad, an annual Headspace subscription, wellness benefits, social impact days, and unique perks like Bob balance days and a dog-friendly office.
- How does HiBob's culture influence the Customer Experience Engineer (APIs) role?
- HiBob emphasizes a 'village' culture where employees are encouraged to be themselves, focusing on fun, ambition, precision, and growth. As a Customer Experience Engineer, you'll act as a bridge between Customer Experience and Engineering, mentoring others and contributing to a collaborative environment that values both individual performance and team success.