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- Tasks: Solve complex technical problems and support users with real-time troubleshooting.
- Company: Join Granola, a forward-thinking tech company in London with a vibrant culture.
- Benefits: Competitive salary, equity options, and relocation assistance for new London movers.
- Why this job: Be the bridge between users and engineers while working with cutting-edge tools.
- Qualifications: 3+ years in technical support, strong troubleshooting skills, and basic coding experience.
- Other info: Dynamic office environment with opportunities for personal projects and growth.
The predicted salary is between 36000 - 60000 ÂŁ per year.
We are looking for a Customer Experience Engineer to join our team and help us maintain our high bar for technical support as we scale. This is a role for someone who gets genuinely excited about solving complex technical problems, digging into logs, and being the bridge between our users and our engineering team. You will be taking technical escalations from our Customer Experience Specialists and going deep into the issues our users face. This means reading Cloudwatch logs, writing SQL queries to investigate data issues, making small code fixes using Cursor, and jumping on calls to troubleshoot alongside customers in real-time.
In this role, you will:
- Own technical escalations from our Customer Experience Specialists, becoming the go‑to person for complex technical issues.
- Troubleshoot and investigate deeply using Cloudwatch logs, console logs, database queries, Amplitude analytics, and Retool dashboards.
- Make small code changes and fixes using Cursor and AI‑assisted coding tools to resolve customer issues directly.
- Reply directly to customers, even jumping on calls to troubleshoot issues face‑to‑face, guiding them through solutions and gathering detailed context.
- Collaborate closely with product engineers to identify, document, and escalate bugs, providing detailed technical context.
- Identify patterns and root causes in technical issues, driving improvements to product stability and customer experience.
- Build and maintain internal tools and processes to make technical support more efficient.
- Document solutions and create technical resources to help the wider team resolve similar issues in the future.
Your background looks something like:
- Proven Customer Support Engineer experience (or similar role like Technical Support Engineer, Solutions Engineer) with 3+ years in a technical support capacity.
- Strong technical troubleshooting skills with experience reading logs, debugging issues, and performing root cause analysis.
- Hands‑on experience with:
- SQL and database queries for investigation.
- Cloud platforms (AWS experience is a plus).
- Log analysis tools (Cloudwatch or similar).
- Customer support platforms (experience with Plane, Zendesk, Intercom, or similar).
- Basic coding/scripting (comfortable making small changes to codebases).
As a person, you...
- Are relentlessly curious and won't rest until you get to the bottom of why something happened.
- Love the details and get satisfaction from understanding the root cause of issues, not just applying band‑aid fixes.
- Thrive in a fast‑paced environment where no two days are the same and priorities can shift quickly.
- Are excited to work in‑person from our office in London (five days a week).
- Enjoy a bit of "vibe coding" on the side—you’re the type who might tinker with personal projects or enjoy solving technical puzzles.
- Are a natural problem‑solver who sees technical challenges as opportunities rather than obstacles.
- Communicate clearly with both technical and non‑technical audiences, translating complex issues into understandable language.
- Value working with people who are kind, ambitious and pragmatic.
- Take ownership without waiting for perfect information or extensive direction.
Our tech stack: Granola runs across multiple platforms—our desktop app (Mac and Windows) is built with Electron, and we also have iOS with Android coming soon. You’ll be working with:
- Plain for customer support ticketing.
- AWS & Cloudwatch for log analysis and troubleshooting.
- SQL for database queries and investigations.
- Amplitude for analytics and user behavior analysis.
- Retool for internal dashboards and tooling.
- Cursor for AI‑assisted coding and making fixes.
We are excited to work in‑person from our office in London (most of the time). We have a new, bright and spacious office at Old Street. We are happy to offer relocation assistance to candidates who'll be moving to London to join us. Lastly, we think amazing talent comes from all kinds of life journeys and experiences. If what is written above speaks to you, whether you look like a fit on paper or not, please reach out.
Customer Experience Engineer employer: Granola
Contact Detail:
Granola Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Engineer
✨Tip Number 1
Get to know Granola! Dive into our website and social media to understand our culture and what we’re building. This will help you tailor your conversations and show us that you’re genuinely interested in being part of the team.
✨Tip Number 2
Practice your troubleshooting skills! Brush up on reading logs, writing SQL queries, and making small code fixes. We want to see that you can handle the technical challenges we face, so be ready to demonstrate your problem-solving prowess during interviews.
✨Tip Number 3
Show off your communication skills! Be prepared to explain complex technical issues in simple terms. We value clear communication with both technical and non-technical audiences, so practice how you’d break down a tricky problem for someone who isn’t as tech-savvy.
✨Tip Number 4
Don’t hesitate to apply through our website! It’s the best way to get your application in front of us. Plus, it shows initiative and enthusiasm for joining our team at Granola. We can’t wait to hear from you!
We think you need these skills to ace Customer Experience Engineer
Some tips for your application 🫡
Show Your Technical Skills: Make sure to highlight your technical troubleshooting skills in your application. We want to see your experience with SQL, log analysis, and any coding you've done. Don't just list them—give us examples of how you've used these skills to solve real problems!
Be Personable: Since this role involves direct communication with customers, let your personality shine through! Share a bit about your approach to customer support and how you handle tricky situations. We love candidates who can connect with both technical and non-technical folks.
Tailor Your Application: Take the time to tailor your application to our job description. Mention specific tools and experiences that align with what we're looking for. This shows us that you’ve done your homework and are genuinely interested in joining our team at Granola.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to keep track of your application and ensures you get all the latest updates from our team. Plus, it shows you're keen to be part of our Granola family!
How to prepare for a job interview at Granola
✨Know Your Tech Stack
Familiarise yourself with the tools and technologies mentioned in the job description, like SQL, Cloudwatch, and Cursor. Being able to discuss your experience with these tools will show that you're not just a good fit on paper but also ready to dive into the technical aspects of the role.
✨Prepare for Problem-Solving Scenarios
Expect to be asked about how you would handle specific technical issues or customer scenarios. Think through some examples from your past experience where you successfully resolved complex problems, and be ready to explain your thought process and the steps you took.
✨Show Your Curiosity
Demonstrate your relentless curiosity by asking insightful questions about the company's products and challenges. This not only shows your interest in the role but also aligns with their value of being a natural problem-solver who seeks to understand root causes.
✨Communicate Clearly
Practice explaining technical concepts in simple terms, as you'll need to communicate effectively with both technical and non-technical audiences. Being able to translate complex issues into understandable language will set you apart and show that you can bridge the gap between users and engineers.
