Product Customer Experience (CX) Engineer

Location: Hybrid position based in New York City, with onsite work at the New York office as needed; candidates must be within commuting distance. No relocation assistance is offered.

Salary: USD $103,470–$169,980 per year, depending on experience and qualifications.

Company

Personal security company developing consumer solutions that protect people, families, and communities in an always-online world.

What you will do

• Evaluate the end-to-end customer experience across onboarding, installation, activation, subscription management, self-service, and support journeys.
• Analyze, design, and implement improvements to customer interaction points across products and services.
• Identify customer friction and communicate improvement opportunities to business and product stakeholders.
• Design systems for collecting, consolidating, and analyzing customer interaction data, metrics, feedback, and support trends.
• Advocate for customers by integrating feedback and experience metrics into product, process, and service decisions.
• Engage with customers and website users and conduct focus groups to validate ideas and prototype solutions.

Requirements

• Experience with cybersecurity, consumer software, SaaS, or technology products.
• Experience with Voice of Customer programs and customer advocacy.
• Familiarity with usability testing, customer research, or UX methodologies.
• Experience supporting software releases and product launches.
• Knowledge of contact center operations, support analytics, journey analytics, customer feedback platforms, or product telemetry.
• Analytical mindset, technical curiosity, customer empathy, and an ability to investigate customer friction.

Culture & Benefits

• Flexible work hours and a hybrid work arrangement.
• Bonus program and 401(k) retirement plan.
• Medical, dental, vision, life, and short- and long-term disability coverage.
• Paid parental leave, company holidays, sick time, and vacation benefits.
• Social programs, community involvement, and a focus on diversity and inclusion.