Customer Experience Engineer, L1

Customer Experience Engineering is where customers, product, and engineering meet. As a CXE 1, you'll investigate real technical problems across our platform, APIs, integrations, data, and customer workflows. You'll learn to trace issues to root cause, communicate clearly with customers and internal teams, and build the judgment to own increasingly complex work independently. This is not a traditional support role built around scripts and handoffs. You'll work in one shared CXE queue, use AI as part of your everyday engineering toolkit, and contribute to the knowledge, automation, and product improvements that prevent repeat problems. CXE 1 is designed as a transition into CXE 2 as your depth, independence, and customer readiness become consistently visible.

Responsibilities

Own standard and moderately complex customer issues from first investigation through resolution and closure; Debug web application, API, integration, authentication, configuration, and data issues using logs, developer tools, SQL, and established investigation patterns; Communicate clearly and empathetically across tickets, calls, incidents, and internal channels; Work with CXE 2 engineers on complex, high-risk, or enterprise cases; Create structured escalation reports for confirmed product issues and stay accountable for progress and customer closure when Engineering is involved; Use AI tools safely to accelerate investigation, validate hypotheses, improve responses, correct support-agent outputs, and strengthen team knowledge; Turn learning from customer issues into better documentation, runbooks, product feedback, and small automation or tooling improvements; Protect shared queue health by prioritising accurately, meeting service levels, documenting work cleanly, and helping rebalance work across shifts; Participate in rotational shifts and on-call coverage, including occasional evenings or weekends, to support global customer needs

Requirements

Recent graduate or early-career engineer with up to 3 years of relevant experience; Strong programming fundamentals and comfort reading code, with experience in Python, JavaScript, Java, or a similar language; Familiarity with REST APIs, HTTP, web applications, and how software systems communicate; Working knowledge of SQL and an interest in using data to investigate and validate behaviour; Curious and systematic, wanting to understand why something failed; Clear written and verbal communicator who can explain technical ideas in plain language to customers and engineers; Comfortable asking for review when risk or uncertainty is high, then applying feedback quickly; Open to rotational shifts and occasional on-call coverage across a global customer base

Nice to have

Built a project, script, bot, or automation that solved a real problem; Worked with logs, observability tools, cloud platforms, SSO/SAML/OAuth, or third-party integrations; Used AI coding tools such as Claude, Cursor, Copilot, or similar and can explain how you validated their output; Contributed to an open-source project, hackathon, internship, or production codebase