Customer Experience Engineer I/II

Ladders; United States; Remote; USD 100,000 - 135,000; Full time

Benefits offered by this job

Comprehensive healthcare benefits

Flexible Spending Account (FSA)

Flexible work schedule

Employee Assistance Program (EAP)

Flexible Time Off and Parental Leave

Monthly, quarterly, and annual social/

team-building events

Monthly internet reimbursement

Job summary

Ladders is seeking a Customer Experience Engineer I/II, a role at the intersection of customer support and technical problem-solving for enterprise cloud and container-based systems. You will own issues end-to-end, work with engineering to diagnose root causes, and build tools to improve team efficiency.

This is a remote role for US-based candidates, with compensation between $100,000 and $135,000 annually.

Qualifications

• 2+ years in a customer-facing engineering, DevOps, SRE, or platform role.
• Hands-on experience with Kubernetes, ECS, Docker, and at least one cloud platform (AWS, GCP, or Azure).
• Solid understanding of CI/CD concepts and Linux networking fundamentals.
• Scripting skills in Python, Node.js, Bash, or similar; ability to read and modify source code.
• Strong written and verbal communication; able to lead calls and document findings.
• Quick learner with ability to adapt to unfamiliar systems.

Responsibilities

• Own customer cases end-to-end from triage to resolution.
• Contribute to customer-facing tools and small product fixes.
• Lead or participate in customer calls and screen shares; communicate findings clearly to engineers and managers.
• Build internal scripts and diagnostic tools to improve team efficiency; exposure to AI/LLM tools.
• Create run books, playbooks, and reusable templates from recurring patterns.

Skills

Customer-facing engineering

DevOps/SRE experience

CI/CD concepts

Linux networking fundamentals

Scripting (Python/Node.js/Bash)

Strong communication

Learning agility

Tools

Kubernetes

ECS

Docker

AWS

GCP

Azure

Job description

For our client, we are seeking a Customer Experience Engineer I/II to join the team of a leader in the Enterprise Technology space.

This role sits at the intersection of customer support and technical problem-solving, helping enterprise users get the most value from complex cloud and container-based systems.

You will own customer issues from first contact through resolution, partnering closely with engineering and internal stakeholders to diagnose root causes and turn recurring patterns into durable fixes.

The ideal candidate will be a strong communicator with hands-on technical depth, able to lead customer conversations while building tools, documentation, and workflows that improve team efficiency.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $100,000 - $135,000 annually

Responsibilities

• Own customer cases end-to-end, including triage, root-cause analysis, and resolution
• Contribute to customer-facing tools and small product fixes by transforming recurring case patterns into reusable solutions
• Lead or participate in customer calls and screen shares, clearly communicating findings to engineers and managers
• Build internal scripts and diagnostic tools to improve team efficiency, with exposure to AI/LLM-powered tools
• Create run books, playbooks, and reusable templates from recurring patterns for team use

Qualifications

• 2+ years of experience in a customer-facing engineering, DevOps, SRE, or platform role, or equivalent experience from internships or projects
• Hands-on experience with Kubernetes, ECS, Docker, and at least one major cloud platform such as AWS, GCP, or Azure
• Solid understanding of CI/CD concepts and Linux/networking fundamentals
• Scripting skills in Python, Node.js, Bash, or similar, with the ability to read and make small changes to source code
• Strong written and verbal communication skills, with the ability to lead customer calls and document findings
• Quick learner, comfortable working with unfamiliar systems

Benefits

• Comprehensive healthcare benefits
• Flexible Spending Account (FSA)
• Flexible work schedule
• Employee Assistance Program (EAP)
• Flexible Time Off and Parental Leave
• Monthly, quarterly, and annual social and team-building events
• Monthly internet reimbursement

Our client is an equal opportunity employer. We encourage you to apply even if you don't meet every qualification-your background could be exactly what this team needs.