Customer Experience Engineer, L2
HackerRank · Hybrid in Santa Clara, CA
About this role
## Customer Experience Engineer, L2 ### About the role Customer Experience Engineering (CXE) is where customers, product, and engineering meet. As a **CXE 2**, you’ll lead complex technical problems and high-stakes customer situations—from investigation through resolution and prevention. You’ll combine technical depth with strong judgment and communication to guide customers when the answer isn’t yet clear. CXE works from one shared queue. You’ll take the lead on problems requiring deeper investigation, solution design, or cross-team coordination, while helping the team respond to customer needs across the queue. You’ll also turn what you learn into solutions, tools, and AI-enabled workflows that reduce repeat problems. ### What you’ll do - **Own complex, ambiguous, enterprise, and escalated customer problems** through investigation, resolution, communication, and closure. - **Lead technical customer calls and escalations**: understand account/issue history, ask precise questions, explain what’s known/unknown, and provide a clear plan and next update. - **Investigate unfamiliar issues** across web applications, APIs, integrations, authentication, data, and code paths using logs, audit trails, session data, and monitoring tools. - **Build scripts, integrations, automations, and tooling** for customer and team needs; contribute code fixes through Engineering review when appropriate. - **Build and improve AI agents and workflows**: evaluate accuracy/reliability, strengthen context & safeguards, and measure impact (reduced effort / fewer repeats). - **Lead during high-severity incidents**: drive containment, engage the right on-call teams, provide timely updates, contribute to customer-facing RCAs, and ensure corrective actions complete. - **Partner with account teams** to understand strategic customers, spot recurring friction/emerging risks, and address issues before they become escalations. - **Manage concurrent priorities** while protecting shared queue health, service levels, and communication quality across shifts/regions. - **Turn patterns into improvements** (runbooks, onboarding, automation, product feedback, engineering action) and **mentor CXE 1 engineers** via pairing, reviews, and case debriefs. - Participate in **rotational shifts and on-call coverage**, including occasional evenings or weekends. ### Who you are - **3–7 years** in technical support, product support, solutions engineering, implementation, cloud support, software engineering, SDET, or a similar customer-facing technical role. - Ability to **independently investigate unfamiliar technical problems** using API/app logs, audit trails, monitoring, session data, and other tools. - Can **isolate likely causes** across web apps, APIs, integrations, and customer workflows—and explain the evidence. - Can **reconcile conflicting evidence**, validate findings, and diagnose authentication/integration failures. - Can **write and debug practical code** in **Python** (or similar), read unfamiliar code, and build scripts/automations others can use. - Ready to **lead difficult customer conversations** with technical credibility and empathy; adapt messaging to different audiences. - Makes sound decisions under pressure: **assess impact, prioritize, bring in the right people, keep investigations moving**. - Takes ownership and works effectively across **Engineering, Product, and GTM**, keeping technical accountability and customer next steps clear. - Hands-on experience using *
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