Customer Experience Engineer

Smartlead; United States; Remote; USD 70,000 - 145,000; Full time

Job summary

A leading company is seeking a Customer Experience Engineer to enhance customer satisfaction by providing technical support during US hours. The role involves deep troubleshooting, database management, and collaboration with engineering teams to resolve issues effectively. Ideal candidates are problem solvers with strong SQL and AWS skills, ready to take on urgent technical challenges.

Qualifications

• 3+ years of experience in software engineering, DevOps, or technical support engineering.
• Strong knowledge of SQL (PostgreSQL, ClickHouse, or MySQL).
• Hands-on experience debugging Node.js applications.

Responsibilities

• Conduct in-depth debugging of customer-reported technical issues.
• Perform system health checks on database performance and infrastructure.
• Take ownership of urgent, high-priority incidents and ensure quick resolution.

Skills

Debugging

SQL

AWS

Problem Solving

Analytical Thinking

Job description

Join to apply for the Customer Experience Engineer role at Smartlead

Join to apply for the Customer Experience Engineer role at Smartlead

Role Overview

As a

Customer Support Engineer (US Shift)

Location: Remote

Shift: US (EST) Time Zone 9AM to 6PM

Role Overview

As a Customer Support Engineer, you will be the technical backbone of our support team, ensuring that both our customers and support agents have a strong technical safety net during US hours. This role is crucial in reducing customer escalations, improving resolution speed, and eliminating technical bottlenecks for our engineering team.

You’ll be responsible for deep troubleshooting, debugging, RCA reporting, and urgent issue resolution—covering everything from database inconsistencies to AWS infrastructure issues. Additionally, you’ll execute database migrations, deploy patches, and write post-mortems for issues requiring long-term fixes.

The ideal candidate is a problem solver, a quick thinker, and a skilled investigator who thrives in a technical troubleshooting role. You should be comfortable debugging code, analyzing logs, executing migrations, and collaborating closely with the engineering team to keep systems running smoothly.

Key Responsibilities

• Deep Technical Investigations & RCA (Root Cause Analysis)
• Conduct in-depth debugging of customer-reported technical issues that exceed the support team’s capabilities.
• Investigate AWS logs, error traces, and database inconsistencies to pinpoint the exact cause of an issue.
• Analyze SQL queries and ClickHouse/PostgreSQL databases to identify missing data, inconsistencies, or unexpected behaviors.
• Perform system health checks on database performance, backend services, and infrastructure to proactively detect and prevent issues.
• Summarize RCA findings into clear, actionable insights for the engineering and support teams.
• Supporting the Customer Support Team
• Be the technical escalation point for the support team during the US shift.
• Help non-technical support agents understand issues by breaking down complex technical problems into clear explanations.
• Provide real-time guidance to support agents handling customer escalations that require technical knowledge.
• Act as the technical “shoulder” for the support team, ensuring they feel confident in addressing customer concerns.
• Debugging & Fixing Issues (Where Possible)
• Identify, diagnose, and patch minor bugs in real-time, reducing escalations to the engineering team.
• Debug and fix critical P0/P1 issues, either through hotfixes or immediate code deployments when necessary.
• Analyze error logs, identify recurring issues, and document patterns for future fixes.
• Database Management & Migrations
• Perform safe data migrations where necessary to fix incorrect or missing data.
• Write SQL scripts and optimize queries to ensure data consistency and improve performance.
• Identify data discrepancies across different systems and ensure proper syncing.
• Incident Handling & Emergency Response
• Take ownership of urgent, high-priority (P0/P1) incidents and ensure quick resolution.
• Deploy code fixes, rollback updates, or apply temporary patches when required.
• Communicate clearly with the engineering team to ensure long-term fixes are addressed.
• Write detailed incident reports and post-mortems for every major technical issue encountered.
• Communication & Documentation
• Write detailed reports outlining investigation findings, resolutions, and next steps.
• Document technical processes and troubleshooting steps to improve internal knowledge bases.
• Collaborate with engineering teams to provide insights into recurring customer issues and suggest long-term fixes.
• Keep detailed logs of interventions to ensure transparency in debugging, migrations, and issue resolutions.
• Proactive Monitoring & Preventative Measures
• Set up alerting mechanisms to proactively detect technical issues before customers report them.
• Monitor error logs, database performance, and server metrics to catch potential failures early.
• Work with engineers to implement preventative solutions based on past issues and trends.
  
  

Who You Are

• A Technical Problem Solver
• You love diving deep into complex issues and solving them at the root level.
• You thrive on debugging and finding elegant solutions for tricky problems.
• You can pinpoint the cause of a bug or performance issue quickly and effectively.
• A Strong Investigator & Analytical Thinker
• You know how to read between the lines of error logs, AWS traces, and database records to piece together what went wrong.
• You don’t rely on surface-level explanations—you always dig deeper to find the real cause.
• You know how to connect symptoms to root causes through data analysis, testing, and deduction.
• Experienced in Debugging, SQL, and AWS
• You have experience debugging backend applications, ideally Node.js-based systems.
• You’re comfortable working with large-scale databases (PostgreSQL, ClickHouse, or similar).
• You can write complex SQL queries, optimize them, and execute safe migrations.
• You’ve worked with AWS logs, CloudWatch, Lambda, or similar services to analyze system behavior.
• A Reliable & Quick Thinker in High-Pressure Situations
• You work well under pressure and know how to prioritize in urgent situations.
• You can make quick decisions when dealing with high-priority customer issues.
• You’re comfortable taking ownership of problems and seeing them through to resolution.
• A Strong Communicator with a Customer-Focused Mindset
• You can explain technical findings to non-technical stakeholders in simple, clear terms.
• You have excellent written communication skills, especially for documenting RCAs, incident reports, and technical processes.
• You can collaborate effectively with support agents, engineers, and leadership to resolve issues efficiently.
• Independent & Self-Sufficient
• You’re comfortable working alone during the US shift and making decisions independently.
• You take initiative and don’t wait for instructions to debug, investigate, or fix issues.
• You know when to escalate truly complex issues to the engineering team while handling everything else yourself.
  
  

Ideal Qualifications

• 3+ years of experience in software engineering, DevOps, or technical support engineering.
• Strong knowledge of SQL (PostgreSQL, ClickHouse, or MySQL).
• Hands-on experience debugging Node.js applications.
• Familiarity with AWS services (logs, CloudWatch, Lambda, EC2, S3, RDS, etc.).
• Experience running database migrations and deploying hotfixes.
• Prior experience working in SaaS, customer support engineering, or technical troubleshooting roles is a plus.
  
  

Why This Role is Exciting

• You’ll be the technical hero keeping our support team and customers safe during US hours.
• You’ll have a lot of autonomy to investigate and resolve issues.
• You’ll help reduce engineering bottlenecks, improving the speed of fixes and customer satisfaction.
• You’ll make a direct impact by improving response times, issue resolution, and system stability.
  
  

Thank you.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service and Engineering

• Industries

  IT System Custom Software Development, Software Development, and Embedded Software Products

Referrals increase your chances of interviewing at Smartlead by 2x

Get notified about new Customer Engineer jobs in United States.

Customer Success Engineer (US based, remote)

United States $75,000.00-$100,000.00 1 month ago

United States $100,000.00-$140,000.00 2 weeks ago

United States $70,000.00-$145,000.00 1 week ago

United States $120,000.00-$145,000.00 2 weeks ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.