Customer Experience Engineer, L2 (AI)

Location: Hybrid in Santa Clara, California, United States

Base salary: $120,000–$135,000 per year, plus a target 10% annual bonus and equity.

Company

hirify.global provides a skills-based platform that helps companies identify, develop, and hire technical talent.

What you will do

• Own complex, ambiguous, enterprise, and escalated customer problems from investigation through resolution, communication, and closure.
• Lead technical customer calls and escalations, explain evidence and uncertainty, and provide clear resolution plans.
• Investigate web applications, APIs, integrations, authentication, data, and code paths using logs, audit trails, session data, and monitoring tools.
• Build scripts, integrations, automations, tooling, and code fixes in collaboration with Engineering.
• Build and improve AI agents and workflows by evaluating accuracy, reliability, context, safeguards, and customer impact.
• Lead customer response during high-severity incidents, improve runbooks and onboarding, and mentor CXE 1 engineers.

Requirements

• 3–7 years of experience in technical support, product support, solutions engineering, implementation, cloud support, software engineering, SDET, or a similar customer-facing technical role.
• Ability to independently diagnose unfamiliar technical problems across web applications, APIs, integrations, authentication, and customer workflows.
• Ability to write and debug practical code in Python or a similar language and build reusable scripts or automations.
• Strong technical communication skills for difficult customer conversations, incident response, and cross-functional coordination.
• Hands-on experience using AI to investigate problems, build workflows, and validate output quality.
• Availability for rotational shifts and occasional on-call coverage, including some evenings or weekends.

Nice to have

• Experience with ATS, HR technology, developer tooling, or complex B2B SaaS integrations.
• Experience building adopted customer solutions, internal tools, agents, or automations with measurable impact.
• Experience evaluating and improving AI agents or workflows for accuracy, reliability, and safety.
• Experience contributing fixes or improvements to production codebases.
• Experience working with strategic enterprise customers on technical solutions or proactive risk reduction.

Culture & Benefits

• Work with a customer-focused team that values technical rigor, urgency, ownership, and high standards.
• Collaborate across Engineering, Product, Go-to-Market, and account teams.
• Receive a target 10% annual performance bonus.
• Receive equity through stock options and a comprehensive package of cash and non-cash benefits.
• Support global customers through shared queue operations and regional coverage.