Customer Experience Engineer, L2

Hybrid in Santa Clara · USD 120,000-135,000 / year · Hybrid · Posted Oct 1, 2026

At a glance

Customer Experience Engineering is where customers, product, and engineering meet, with this L2 role focusing on complex technical problems and high-stakes customer situations.
You will lead issues from investigation through resolution and prevention, combining technical depth with judgment and communication.
The role involves working from a shared queue, taking the lead on problems requiring deeper investigation, and turning learnings into tools and AI-enabled workflows.

Own complex, ambiguous, enterprise, and escalated customer problems through investigation, resolution, communication, and closure.
Come prepared to lead technical customer calls and escalations, understanding account history and giving clear plans.
Investigate unfamiliar issues across web applications, APIs, integrations, authentication, data, and code paths using logs, audit trails, and monitoring tools.
Build scripts, integrations, automations, tooling, and contribute code fixes through Engineering review.
Build and improve AI agents and workflows, evaluating accuracy and reliability.
Lead CXE's technical and customer response during high-severity incidents, including RCAs and corrective actions.
Partner with account teams to understand strategic customers, spot friction, and address problems before escalation.
Manage concurrent priorities while protecting shared queue health, service levels, and communication quality.
Turn patterns from customer issues into runbooks, onboarding improvements, automation, product feedback, or Engineering action, and mentor CXE 1 engineers.
Participate in rotational shifts and on-call coverage, including occasional evenings or weekends.

You have 3 to 7 years of experience in technical support, product support, solutions engineering, implementation, cloud support, software engineering, SDET, or a similar customer-facing technical role.
Independently investigate unfamiliar technical problems using API and application logs, audit trails, monitoring, session data, and isolate likely causes.
Reconcile conflicting evidence, validate findings, and diagnose authentication and integration failures across systems.
Write and debug practical code in Python or a similar language, read unfamiliar code, and build scripts or automations.
Lead difficult customer conversations with technical credibility, empathy, and clear updates.
Make sound decisions under pressure, assessing impact, prioritizing work, and keeping investigations moving.
Take ownership without waiting to be chased and work effectively across Engineering, Product, and GTM.
Hands-on experience using AI to investigate, build, and improve workflows, and test its output.
Open to rotational shifts and occasional on-call coverage across a global customer base.

Debugged ATS, HR-tech, developer-tooling, or other complex B2B SaaS integrations.
Built and maintained customer solutions, internal tools, agents, or automations that were adopted and had measurable impact.
Evaluated AI agents or workflows for accuracy, reliability, and safety, then improved them based on real use.
Contributed fixes or improvements to a production codebase in a support, solutions, tooling, or software engineering context.
Worked directly with strategic enterprise customers on technical solutions or proactive risk reduction.