Customer Experience Engineer, L2
$120k - $135k • Remote • Hybrid in Santa Clara, CA
Posted 16d ago
Remote Work Policy
Fully remote
Categories
Applied AI Engineer
About the job
Customer Experience Engineering is a critical intersection of customers, product, and engineering. In this role, you will tackle complex technical challenges and manage high-stakes customer situations from initial investigation through to resolution and prevention. You will leverage your deep technical expertise along with strong judgment and communication skills to guide customers, especially when solutions are not immediately apparent. Working from a shared queue, you will take ownership of problems requiring in-depth investigation, solution design, or cross-team collaboration, while also contributing to the team's overall response to customer needs. A key aspect of this role involves translating learnings into practical solutions, tools, and AI-enabled workflows to minimize recurring issues.
Responsibilities
- Own and resolve complex, ambiguous, enterprise, and escalated customer problems, ensuring thorough investigation, clear communication, and successful closure.
- Lead technical customer calls and escalations by understanding account history, asking precise questions, and providing clear plans and updates.
- Investigate unfamiliar issues across web applications, APIs, integrations, authentication, data, and code paths using logs and monitoring tools.
- Develop scripts, integrations, automations, and tooling to address customer and team needs, contributing code fixes when appropriate.
- Build and enhance AI agents and workflows, evaluating their accuracy, reliability, and impact on customer effort.
- Manage technical and customer response during high-severity incidents, including containment, team engagement, updates, and RCA.
- Collaborate with account teams to understand strategic customers, identify friction points, and proactively address risks.
- Manage concurrent priorities to maintain queue health, service levels, and communication quality.
- Translate customer issue patterns into runbooks, product feedback, or engineering actions to reduce recurrence.
- Mentor junior engineers through pairing, reviews, and case debriefs.
- Participate in rotational shifts and on-call coverage to support global customer needs.
Requirements
- 3-7 years of experience in technical support, product support, solutions engineering, implementation, cloud support, software engineering, SDET, or a similar customer-facing technical role.
- Ability to independently investigate technical problems using logs, audit trails, monitoring, and session data.
- Skill in diagnosing authentication and integration failures across systems.
- Proficiency in writing and debugging practical code in Python or a similar language.
- Ability to lead difficult customer conversations with technical credibility and empathy.
- Capacity to make sound decisions under pressure, prioritize work, and drive investigations forward.
- Proactive ownership and ability to work effectively across Engineering, Product, and GTM teams.
- Hands-on experience using AI for investigation and workflow improvement, with a focus on testing output.
- Openness to rotational shifts and occasional on-call coverage.