Customer Experience Engineer, L2

Lead complex, ambiguous, enterprise, solution-led, and escalated customer issues from investigation through resolution and trust-restoring closure.

Design and execute investigations across web applications, APIs, integrations, authentication, data, logs, configurations, and system behaviour, even when no playbook exists.

Resolve the majority of technical issues independently and engage Engineering only with clear evidence, reproduction steps, impact, and a strong technical hypothesis.

Lead high-severity incident response and customer-facing RCAs, driving containment, stakeholder alignment, proactive communication, corrective action, and follow-through.

Strong debugging depth across web applications, REST APIs, distributed integrations, logs, configurations, and customer workflows.

Solid SQL skills and the ability to independently investigate data issues and validate platform behaviour.

Working knowledge of SSO, SAML, OAuth, and common identity or integration failure modes.

Hands-on coding ability in Python or a similar language; comfortable reading production code and creating scripts, automations, or lightweight fixes.