Customer Experience Engineer, L2

Overview

As a CXE 2 (Customer Experience Engineer, L2), you’ll lead complex, ambiguous, high-risk enterprise customer issues end to end—from investigation to resolution and closure.

What you'll do

• Lead complex escalated customer issues through investigation and resolution.
• Design and execute investigations across web applications, APIs, integrations, and authentication.
• Resolve most technical issues independently and escalate only with clear evidence.
• Run high-severity incident response and deliver customer-facing RCAs with follow-through.
• Manage multiple concurrent priorities while protecting queue health and service levels.
• Use AI and coding tools to accelerate debugging and build/maintain automations or agents.
• Mentor CXE 1 engineers via pairing, reviews, and case debriefs.

What you'll need

• 3 to 7 years of experience in a technical support/solutions/engineering role facing customers.
• Strong debugging depth across web applications, REST APIs, integrations, logs, and configurations.
• Solid SQL skills to investigate data issues and validate platform behaviour.
• Working knowledge of SSO, SAML, OAuth, and identity/integration failure modes.
• Hands-on coding ability in Python or a similar language for scripts and lightweight fixes.
• Proven judgment in ambiguous or high-pressure situations, including prioritization and incident response.

Details

• Rotational shifts and occasional on-call coverage are required for a global customer base, including evenings or weekends.
• This is not a traditional support role, and you own outcomes across systems rather than routing tickets.