Customer Experience Engineer

4+ years of technical support experience within B2B SaaS Strong SQL skills and the ability to analyze real queries Deep understanding of REST APIs, webhooks, authentication, and integrations Experience working with logs, monitoring systems, and debugging tools Proven ownership of high-severity incidents Experience improving processes, building automation, or enhancing operational workflows Comfort using AI tools within technical workflows A systems thinking mindset that goes beyond ticket execution Nice to HaveExperience supporting HR, payroll, or complex SaaS ecosystems Background in software development Experience scaling or redesigning support processes Familiarity with observability or incident management frameworks Practical experience integrating AI into operational workflows Who Thrives HereYou get frustrated by repetitive problems and improve them You think in root causes, not symptoms You enjoy digging into logs to understand why You challenge broken processes You use AI as leverage You care about both customer impact and system design