Customer Experience Engineer

TL;DR

Customer Experience Engineer (B2B SaaS): Own complex customer escalations and drive reliability improvements across APIs, integrations, webhooks, and payroll workflows with an accent on root-cause analysis using SQL, logs, and debugging frameworks. Focus on building structured processes, automation, and playbooks that reduce MTTR and prevent recurrence while strengthening the bridge between Customer Experience and R&D.

Location: Hybrid (IL, Israel)

Company

hirify.global provides a global HR platform used by multinational companies.

What you will do

• Lead critical technical escalations across APIs, integrations, webhooks, payroll workflows, and system configurations.
• Perform deep root-cause analysis using logs, SQL queries, tracing, and internal tooling.
• Drive high-severity incidents with structured communication and cross-functional coordination.
• Identify recurring technical patterns and implement long-term reliability improvements.
• Develop debugging frameworks and playbooks to improve consistency and reduce MTTR.
• Use AI tools to accelerate log analysis, pattern detection, and documentation quality; build lightweight automation for frontline teams.

Requirements

• 4+ years of technical support experience in B2B SaaS.
• Strong SQL skills and ability to analyze real queries.
• Deep understanding of REST APIs, webhooks, authentication, and integrations.
• Experience working with logs, monitoring systems, and debugging tools.
• Proven ownership of high-severity incidents.
• Comfort using AI tools within technical workflows.

Nice to have

• Experience supporting HR, payroll, or complex SaaS ecosystems.
• Background in software development.
• Experience scaling or redesigning support processes.
• Familiarity with observability or incident management frameworks.
• Practical experience integrating AI into operational workflows.

Culture & Benefits

• Hybrid model with flexible balance between office and home-based work.
• Temporary “Work from Anywhere” option for up to 2 months after 6 months of tenure.
• Private health insurance, full paid sick leave from the first day, and wellness benefits (including Headspace).
• Paid time off plus additional leave for new parents and quarterly “long weekend” days.
• Home office allowance, transportation/travel allowance or parking arrangements, and a pet-friendly office.
• Equity plan participation and referral program ($2,500 per successful hire).

Hiring process

• Interviews focused on technical escalation ownership, SQL/API troubleshooting, and reliability/process improvement.
• Discussion of collaboration between Customer Experience and R&D, including incident and automation approach.