Customer Experience Engineer (SaaS)

TL;DR

Customer Experience Engineer (SaaS): Leading technical escalations and improving platform reliability for a global HR system with an accent on complex API integrations, SQL-based investigations, and automated workflow design. Focus on building debugging frameworks, enhancing observability, and mentoring teams to accelerate resolution of high-severity incidents.

Location: Must be based in the UK, role is Hybrid.

Company

hirify.global is a global HR platform serving over 5,000 multinational companies with data-driven, intuitive solutions for modern collaborative work environments.

What you will do

• Lead investigations and resolutions for complex technical issues involving APIs, webhooks, and payroll workflows.
• Drive high-severity incidents using structured communication and cross-functional coordination with R&D teams.
• Develop and implement debugging frameworks and playbooks to reduce Mean Time To Resolution (MTTR).
• Build lightweight automation to streamline operational workflows and eliminate manual tasks.
• Leverage AI tools to enhance log analysis, pattern detection, and technical documentation quality.
• Mentor CX specialists in advanced troubleshooting techniques and conduct internal technical enablement sessions.

Requirements

• Must be located in the UK for this hybrid position.
• 4+ years of technical support experience within a B2B SaaS environment.
• Strong SQL skills and ability to analyze complex database queries.
• Deep understanding of REST APIs, webhooks, authentication protocols, and integration logic.
• Proven experience working with logging, monitoring systems, and observability frameworks.
• Strong problem-solving mindset with a focus on root cause analysis rather than ticket execution.

Nice to have

• Background in software development.
• Experience scaling or redesigning operational support processes.
• Practical experience integrating AI solutions into technical workflows.
• Familiarity with incident management frameworks.

Culture & Benefits

• Competitive compensation package including pre-IPO equity.
• Hybrid work model with home office setup allowance.
• Health and vision insurance allowances.
• Annual Headspace subscription and wellness benefits.
• Bob balance days (company-wide long weekends) and birthday time off.
• Temporary remote work flexibility for up to 2 months per year after 6 months of employment.