CX Engineer

About Us: 

HiBob helps modern, mid-size businesses transform the way they manage people, giving HR and managers all they need to connect, engage, develop, and retain top talent. Since 2015, we’ve achieved consecutive triple-digit year-over-year growth, all backed by our amazing team of Bobbers from across the globe, making us the choice HRIS of over 3500 midsize and multinational companies.

Our HR platform is intuitive, data-driven, and built for the way people work today: globally, remotely, and collaboratively. Fast-growing companies across the globe such as Monzo, Happy Socks, Fiverr, and VaynerMedia rely upon Bob to help them create the best work experiences for their people.

Come and be you with us 

Being a Bobber is all about being you. We want you to bring all parts of yourself to work, giving you the freedom and confidence to be the best you and do your best work. If that’s bubbly, shy, precise, funny, bold, kind, honest, brilliant, or anything in between, we’re waiting with open arms.

HiBob is a fast-growing B2B SaaS company that prioritizes providing the best customer experience. We are looking for a highly skilled Customer Experience Engineer to join our team and help us solve complex customer challenges, investigate technical issues, and support our continuous improvement efforts.

Job Description: 

The Customer Experience Engineer serves as the technical backbone of the support team, specializing in handling 3rd-level support, research and development escalations, engineering tasks, and complex ticket resolution. This role requires a deep technical understanding of the product, the ability to troubleshoot complex issues, and the skills to develop and implement technical solutions that enhance customer success. The main goal is to improve the support team's efficiency and effectiveness and foster continuous learning and improvement. This approach ensures a forefront of technical support, empowered by a deep understanding of the product and equipped with the tools to provide exceptional customer service.

Roles and Responsibilities:

• Primary Point of Contact: Serve as the primary point of contact for 3rd-level technical support, effectively resolving complex technical issues while ensuring that the resolution process enriches the knowledge base accessible to all support tiers. 
• Collaboration with R&D and Engineering: Collaborate with R&D and engineering teams on product issues, offering critical feedback, advocating for solutions, prioritizing customer needs, and fostering a culture of customer-centric product development.
• Complex Ticket Resolution: Tackle complex customer tickets with a solution-oriented approach, guaranteeing high customer satisfaction by leveraging in-depth product knowledge and a robust suite of support tools, including possible alternatives to mitigate short-term solutions.
• Product Expertise: Develop and maintain expertise in the product's capabilities, advising on best practices, innovative strategies, and quick wins that can immediately benefit users and enhance overall product satisfaction.
• Technical Projects: Lead technical projects and engineering tasks to enhance product functionality and address customer issues, including managing back-office tools to streamline customer experiences.
• Knowledge Sharing: Facilitate knowledge sharing within the team and across departments, ensuring that valuable information and insights are readily available, improving customer support efficiency and product development.
• Training and Empowerment: Empower and train second-level support experts by developing comprehensive training programs and resources, focusing on advanced problem-solving skills, product knowledge, and the effective use of support tools to ensure they can resolve a broader range of customer issues independently.