Customer Experience Engineer (APIs) (SaaS)

TL;DR

Customer Experience Engineer (APIs) (SaaS): Acting as the highest level of technical escalation for complex system issues with an accent on API debugging, root cause analysis, and backend investigations. Focus on isolating failures across distributed environments, partnering with Engineering for bug triage, and building debugging frameworks to reduce resolution time.

Location: Must be based in the US (authorized states: CA, CO, CT, DC, FL, GA, IL, IN, KS, MA, MD, MN, NC, NH, NJ, NV, NY, OH, OK, OR, PA, RI, SC, TN, TX, UT, VA, WA). Hybrid in NYC metro area preferred, or remote for candidates in the EST time zone.

Salary: $85,000 - $108,000

Company

hirify.global is a high-growth unicorn startup providing a modern people management platform.

What you will do

• Lead technical investigations across APIs, integrations, and backend systems to resolve high-severity incidents.
• Perform root cause analysis using logs, SQL, and observability tools to identify systemic fixes.
• Partner with Engineering teams on bug triage and the implementation of long-term improvements.
• Reproduce and isolate failures across distributed environments.
• Develop debugging frameworks, escalation playbooks, and technical documentation.
• Mentor support engineers on advanced troubleshooting techniques.

Requirements

• 4-6+ years of experience in Technical Support Engineering or similar roles.
• Strong proficiency in SQL (joins, data validation, debugging datasets).
• Deep understanding of APIs, webhooks, and integrations.
• Experience using logs and monitoring tools such as Datadog or Splunk.
• Proven experience handling high-severity technical incidents and performing root cause analysis.
• Must be authorized to work in the specified US states.

Nice to have

• Experience in SaaS or microservices environments.
• Background in software development.
• Familiarity with observability and incident management practices.
• Experience building automation or internal tools.

Culture & Benefits

• Competitive compensation with pre-IPO stock options.
• 100% subsidized medical, dental, and vision coverage.
• 401(k) with a 3% company match from Day 1.
• Work-from-home allowance and a hybrid model for NYC-based employees.
• Temporary remote work-from-anywhere option (up to 2 months after 6 months of employment).
• Wellness perks including Headspace subscription and quarterly "Bob balance days" (extra long weekends).