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For Companies At a Glance
- Tasks: Investigate and resolve complex customer issues while driving improvements in processes and automation.
- Company: Join HiBob, a fast-growing global HR platform trusted by top companies.
- Benefits: Enjoy competitive pay, health perks, remote work options, and equity opportunities.
- Why this job: Make a real impact by enhancing customer experience with cutting-edge technology.
- Qualifications: 4+ years in technical support, strong SQL skills, and a systems-thinking mindset.
- Other info: Be part of a vibrant team with fun social events and career growth opportunities.
The predicted salary is between 50000 - 65000 ÂŁ per year.
About HiBob
HiBob is a global HR platform used by more than 5,000 multinational companies, including Monzo, Dott, Kahoot, Fiverr, and Octopus Energy. Our intuitive, dataâdriven platform is built for how people work today: globally, remotely, and collaboratively. Since 2015, we have achieved consecutive tripleâdigit yearâoverâyear growth, powered by an exceptional team of Bobbers around the world.
Who Thrives Here
- You get frustrated by repetitive problems and improve them
- You think in root causes, not symptoms
- You enjoy digging into logs to understand why
- You challenge broken processes
- You use AI as leverage
- You care about both customer impact and system design
Job Requirements
- 4+ years of technical support experience within B2B SaaS
- Strong SQL skills and the 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 highâseverity incidents
- Experience improving processes, building automation, or enhancing operational workflows
- Comfort using AI tools within technical workflows
- A systemsâthinking mindset that goes beyond ticket execution
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 incidentâmanagement frameworks
- Practical experience integrating AI into operational workflows
Job Responsibilities
We are looking for a Customer Experience Engineer to act as the highest technical authority, empowering our teams and supporting our customers in the most complex scenarios. This role ensures customers maximize the value of the HiBob platform by driving reliability, proactive technical ownership, and highâquality resolutions at scale. You will lead complex escalations, represent Customer Experience in deep engineering discussions, and design structured processes, debugging frameworks, and automation that accelerate resolution and prevent recurrence.
DayâtoâDay Responsibilities
- Own the investigation and resolution of complex issues across APIs, integrations, webhooks, payroll workflows, and system configurations
- Perform deep rootâcause analysis using logs, SQL queries, tracing, and internal tooling
- Drive highâseverity incidents with structured communication and crossâfunctional coordination
- Improve escalation quality and reproducibility in partnership with Product and Engineering
- Identify recurring technical patterns and implement longâterm improvements
- Develop structured debugging frameworks and playbooks to improve consistency and reduce MTTR
- Improve observability and challenge inefficiencies across environments
- Leverage AI tools to accelerate log analysis, pattern detection, and documentation quality
- Build lightweight automation that empowers frontline teams
- Mentor CX Specialists in advanced troubleshooting practices
- Contribute to technical documentation and enablement initiatives
- Lead internal sessions on APIs, SQL investigation, and integration debugging
Benefits
Join our village and enjoy competitive compensation, benefits, and preâIPO equity alongside:
- Company share options plan
- Cash allowance for health insurance
- Annual vision allowance
- Annual Headspace subscription and wellness benefits
- Travel support (cycle scheme and season ticket loans)
- Workâfromâhome allowance to set up your home office
- Temporary remote work from anywhere in the world for up to 2 months after 6 months of employment
- Bob balance days â companyâwide long weekend each quarter
- 2 socialâimpact days per year for volunteering
- Employee referral program â $2,500 for each successful referral plus ambassador programme
- Pension scheme autoâenrolment from day 1
- Fun company and team social events (locally and virtually with global teams)
- Birthdays â take the day off and receive a special gift
If this sounds like something youâve been looking for, weâd love to have you. Come on, join our village.
Customer Experience Engineer in London employer: HiBob
Contact Detail:
HiBob Recruiting Team
StudySmarter Expert Advice đ¤Ť
We think this is how you could land Customer Experience Engineer in London
â¨Tip Number 1
Network like a pro! Reach out to current or former employees at HiBob on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
â¨Tip Number 2
Prepare for the interview by diving deep into HiBob's platform. Understand their features and think about how your skills in SQL and APIs can add value. Show them youâre not just another candidate; youâre the one they need!
â¨Tip Number 3
Practice your problem-solving skills! Since the role involves complex issues, try some mock scenarios or case studies related to customer experience and technical support. This will help you shine during those tricky interview questions.
â¨Tip Number 4
Donât forget to apply through our website! Itâs the best way to ensure your application gets seen by the right people. Plus, it shows youâre serious about joining the HiBob team!
We think you need these skills to ace Customer Experience Engineer in London
Some tips for your application đŤĄ
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Experience Engineer role. Highlight your technical support experience, SQL skills, and any relevant projects that showcase your problem-solving abilities. We want to see how you fit into our village!
Showcase Your Technical Skills: Donât hold back on your technical prowess! Include specific examples of how you've used REST APIs, webhooks, or debugging tools in past roles. We love seeing candidates who can demonstrate their hands-on experience with these technologies.
Be Clear and Concise: When writing your application, keep it clear and to the point. Use bullet points where possible to make it easy for us to read. We appreciate a well-structured application that gets straight to the heart of your qualifications.
Apply Through Our Website: We encourage you to apply directly through our website. Itâs the best way for us to receive your application and ensures youâre considered for the role. Plus, it shows us youâre keen to join our team!
How to prepare for a job interview at HiBob
â¨Know Your Tech Inside Out
Make sure you brush up on your SQL skills and understand REST APIs, webhooks, and integrations. Be ready to discuss specific examples from your past experience where you've tackled complex technical issues, as this will show your depth of knowledge.
â¨Showcase Your Problem-Solving Skills
Prepare to talk about how you've identified root causes of problems rather than just treating symptoms. Think of a few scenarios where you've improved processes or built automation, and be ready to share those stories during the interview.
â¨Communicate Clearly and Effectively
Since you'll be dealing with high-severity incidents, practice articulating your thought process clearly. Use structured communication when discussing past experiences, especially when coordinating with cross-functional teams.
â¨Embrace AI in Your Workflow
Familiarise yourself with how AI tools can enhance technical workflows. Be prepared to discuss any practical experience you have integrating AI into your previous roles, as this aligns perfectly with what the company is looking for.