Customer Experience Engineer (HRTech)

TL;DR

Customer Experience Engineer (HRTech): Serving as the highest technical escalation point for Benefits Administration issues, partnering with Product and Engineering to resolve complex product challenges with an accent on root cause analysis and data investigation. Focus on reproducing system bugs, analyzing API integrations, and optimizing customer workflows to ensure platform stability.

Location: Must be based in the US (authorized states only). Strong preference for New York City (Hybrid), otherwise EST time zone (Remote).

Salary: $103,000 - $129,000 USD Annual

Company

A high-growth SaaS leader specializing in modern HR technology and employee experience platforms.

What you will do

• Act as the highest level of support for complex Benefits Administration product issues and critical escalations.
• Perform deep technical investigations using logs, APIs, audit trails, and databases to identify root causes.
• Collaborate with Product and Engineering teams to triage bugs, validate fixes, and advocate for customer impact.
• Reproduce customer-reported issues in test environments to provide actionable findings to developers.
• Identify recurring escalation trends and contribute to internal technical documentation.

Requirements

• 4+ years of technical support experience with Benefits Administration platforms, HRIS systems, or SaaS applications.
• Strong understanding of US Benefits Administration processes (eligibility, enrollments, carrier data flows).
• Proficiency with SQL, APIs, integrations, and webhooks for data analysis.
• Experience using support platforms such as Zendesk, Salesforce, Jira, or Asana.
• Must be based in one of the authorized US 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).

Nice to have

• Knowledge of US benefits compliance (ACA, COBRA, ERISA).
• Previous experience supporting payroll-related software.
• Basic knowledge of HTML/CSS or scripting.
• Experience working in high-growth SaaS environments.

Culture & Benefits

• Competitive compensation including salary and pre-IPO equity.
• Comprehensive medical, dental, and vision coverage from day one.
• 401(k) with a 3% company match.
• Remote work-from-anywhere perk for up to 2 months per year after 6 months of employment.
• Monthly wellness stipend and home office allowance.
• Additional "Bob balance days" and paid birthday leave.