Customer Experience Engineer, L1

Overview

Customer Experience Engineering (CXE 1) investigates technical issues across the platform and helps drive resolution with clear customer communication. The role focuses on debugging, root-cause analysis, and turning findings into documentation and automation improvements.

What you'll do

• Own standard to moderately complex customer issues from first investigation to resolution and closure.
• Debug web app, API, integration, authentication, configuration, and data issues using logs, developer tools, SQL, and established patterns.
• Communicate clearly and empathetically across tickets, calls, incidents, and internal channels, including setting expectations and closing loops.
• Work with CXE 2 engineers on complex, high-risk, or enterprise cases as ownership grows.
• Create structured escalation reports for confirmed product issues and stay accountable for progress when Engineering is involved.
• Use AI tools to accelerate investigation, validate hypotheses, and strengthen team knowledge.
• Protect shared queue health by prioritizing accurately, meeting service levels, documenting work, and helping rebalance work across shifts.

What you'll need

• Up to 3 years of relevant experience as a recent graduate or early-career engineer.
• Strong programming fundamentals and comfort reading code; experience with Python, JavaScript, Java, or similar.
• Familiarity with REST APIs, HTTP, web applications, and how software systems communicate.
• Working knowledge of SQL and interest in using data to investigate and validate behavior.
• Curiosity and systematic problem-solving to find root cause.
• Clear written and verbal communication to explain technical ideas in plain language to customers and engineers.
• Openness to rotational shifts and occasional on-call coverage across a global customer base.

Details

• Work mode: Hybrid.
• Location: Bangalore, India.
• Participation: Rotational shifts and on-call coverage, including occasional evenings or weekends.