CX Engineer

Job Description

Job Description

We are Glassbox, and we are looking for a CX Engineer to join our global team.

Our mission is to reveal the insights that empower organizations to deliver exceptional digital customer experiences.

We are growing and have been recognized by G2 as one of 2024's Top 50 Software Companies in the world.

Our customers are the best of the best and include six out of the ten largest global banks, the world's largest hotel chain, the largest healthcare, and the largest telecommunications company in the U.S.

Now is the perfect time to come to Glassbox and help us accelerate our global leadership position!

If you are a dynamic, successful, experienced, metrics-driven leader, Glassbox might be a great fit.

Will you join us on this journey?

What You Will Do?

Premium Customer Engagement

• Act as a designated technical expert for a portfolio of Premium customers.
• Proactively engage in technical health checks, case reviews, and solution consultations.
• Participate in on-call rotations or availability windows for high-priority customers during escalations or incidents.

Diagnose & Troubleshoot

• Analyze and resolve complex issues in web and mobile applications, covering both frontend and backend layers.
• Use advanced web analysis tools (e.g., Chrome DevTools, Fiddler, Postman, Wireshark) to dissect traffic, browser behaviors, APIs, and session replay logs.
• Lead root cause investigations (RCAs) and partner with R&D to fix software defects or performance regressions.

Documentation & Knowledge Sharing

• Maintain detailed internal documentation and contribute to the Support Knowledge Base with deep-dive articles and troubleshooting guides.
• Mentor junior support engineers and help raise the overall technical skill level of the team.

Collaboration & Escalation

• Serve as the interface to R&D and DevOps for complex issues requiring product-level fixes.
• Own escalations and ensure resolution is achieved with full technical and customer context.

Continuous Improvement

• Stay ahead of product releases, security updates, and industry best practices across web, mobile, and cloud platforms.
• Suggest product or support process enhancements based on recurring issues or customer feedback.

What You Will Need

Must-Have

• 3+ years of technical support experience in SaaS, web applications, or client-server environments
• Strong experience in troubleshooting on Windows and Linux
• Deep understanding of HTML, cookies, JavaScript, REST APIs, JSON
• Skilled in using logs, APM tools, and browser/network analysis tools
• Excellent written and verbal communication in English, with experience supporting enterprise-level customers
• Ability to thrive in high-pressure and time-sensitive environments

Preferred / Advantage

• Familiarity with AWS environments, including EC2, CloudWatch, and basic networking
• Experience with mobile app platforms (iOS/Android), React Native, or similar frameworks
• Exposure to tag managers, CDNs, and session replay tools
• Prior experience in B2B enterprise support, Technical Account Management (TAM), or Professional Services roles
• Proven experience providing dedicated support to Premium or strategic clients, including regular engagement (e.g., weekly calls, QBRs) and high-touch service