Customer Experience Engineer

About the Role:

We are seeking a Hypercare Specialist with hands-on experience supporting customers during critical phases of customer onboarding, post-deployment stabilization, and AI rollout cycles. In this role, you will operate at the intersection of support, engineering, customer success and product, working closely with cross-functional teams to ensure a seamless and high-quality experience for early adopters and enterprise clients. You should bring a strong technical foundation in Typescript, Python, SQL, and API testing, and a deep understanding of observability, code best practices, and sprint delivery. You’ll actively investigate and troubleshoot issues, drive resolutions, and ensure accountability across functions during hypercare sprints.

What You'll Do:

• Act as the technical front line during hypercare periods, ensuring timely triage,resolution, and communication of issues raised by customer.
• Help in resolving customer queries raised via different support channels using AI first approach and human escalated complex tickets.
• Participating in daily, weekly and monthly calls with client to ensure smooth onboarding of the platform.
• Setting up measurable KPIs around clients satisfaction and platform onboarding
• Setting up weekly KPI cadence calls and sharing updates with the client about the prioritisation process. Help in triaging and resolving critical BUGS, features and custom request reported by customers.
• Coordinate with different cross-functional teams to ensure timely closure on issues reported by clients. Highlighting trends and pain points highlighted by the client and roll out a prioritisation plan.
• The hypercare specialist needs to ensure that all the prerequisites are checked before starting hypercare and flag any requirements before kick-starting hypercare.
• Investigate and resolve issues using APIs, Postman, Datadog, native logs, Cursor, and internal tooling.
• Contribute to and manage hypercare sprints, including prioritization, planning, and stakeholder updates.
• Analyze and debug Typescript and Python code, GoLang, SQL queries, and system integrations to support fast issue resolution.
• Create clear technical documentation, RCA reports, and knowledge base articles to scale learning and reduce repeat incidents.
• Advocate for continuous improvement of prioritisation and Agent AI performance based on hypercare insights and user feedback.

What You'll Bring:

• Master’s degree in Computer Science or related field/equivalent practical experience
• Good logical thinking and problem solving mindset
• Proficiency in Typescript, Python,SQL,GoLang for debugging, investigation, and lightweight patching.
• Strong knowledge of API ecosystems, including hands-on experience with Postman, API specs, and payload validation.
• Experience with Datadog, native logging tools, and debugging across distributed systems.
• Familiarity with Cursor or similar investigation tools for live or near-real-time monitoring.
• Comfortable with GitHub workflows, including branching, PR reviews, and GitHub best practices.
• Strong testing mindset, with experience in writing and executing test cases and verifying hotfixes in production-like environments.
• Experience in sprint management, stakeholder communication, and working cross-functionally with engineering and product teams.

Nice-to-Have :

• Prior experience supporting or working on Agentic AI systems, LLMs, or AI copilots.
• Familiarity with CI/CD workflows and build tools.
• Exposure to customer support systems and experience collaborating with support/customer success teams.
• Ability to generate actionable insights from logs and telemetry data.