Note: The job is a remote job and is open to candidates in USA. HiBob is seeking a US Benefits Administration Customer Experience Engineer to join their Customer Experience team. In this role, you will serve as the highest technical escalation point for Benefits Administration-related customer issues, collaborating closely with various teams to resolve complex product challenges.
Responsibilities
- Own Complex Customer Escalations
- Act as the highest level of support for Benefits Administration-related product issues
- Investigate complex customer-reported problems that cannot be resolved by frontline support teams
- Take ownership of critical escalations from investigation through resolution
- Clearly communicate findings, impact, and next steps to customers and internal stakeholders
- Technical Investigation & Troubleshooting
- Reproduce customer-reported issues in test environments
- Analyze system behavior using logs, audit trails, APIs, reporting tools, databases, and internal platforms
- Investigate eligibility discrepancies, enrollment issues, carrier integration failures, benefits data inconsistencies, and unexpected product behavior
- Perform root cause analysis and provide Engineering teams with actionable findings, reproduction steps, and business impact
- Validate fixes and confirm issue resolution
- Collaborate Across Teams
- Work closely with Product, Engineering, Customer Success, Benefits Operations, and Support teams
- Participate in bug triage and technical investigations
- Advocate for customer impact during prioritization discussions
- Bridge the gap between customer-reported issues and technical investigations
- Drive Continuous Improvement
- Identify recurring issues and escalation trends
- Contribute to internal documentation and troubleshooting resources
- Help improve investigation processes, tooling, and support workflows
- Share technical knowledge across Customer Experience teams
Skills
- 4+ years of technical support experience supporting Benefits Administration platforms, HRIS systems, or SaaS applications
- Strong understanding of US Benefits Administration processes, including eligibility, enrollments, life events, carrier interactions, and benefits data flows
- Experience in troubleshooting complex customer issues and performing root cause analysis
- Experience supporting enterprise customers in a technical support or escalation environment
- Experience working with APIs, integrations, webhooks, and data synchronization processes
- Familiarity with SQL and database concepts, including the ability to query or analyze data during investigations
- Experience investigating issues using logs, audit trails, reporting tools, and system-generated data
- Experience working with Zendesk, Salesforce, Jira, Asana, or similar support platforms
- Experience collaborating with Product and Engineering teams
- Strong written and verbal communication skills
- High level of ownership and accountability
- Experience with ACA, COBRA, ERISA, or other US benefits compliance requirements
- Previous experience supporting payroll-related products
- Experience in HR Technology environments
- Basic scripting or HTML/CSS knowledge
- Experience working in a high-growth SaaS environment
Benefits
- Comprehensive medical, dental, and vision coverage from day one
- 401(k) with a 3% company match effective the month following your start date
- Hybrid working model for Bobbers in the NY metro area
- Temporary remote work-from-anywhere in the world for up to 2 months(after 6 months of employment)
- Monthly wellness stipend to invest in your physical, mental, and overall wellbeing
- Work from home allowance to set up your home office
- Bob balance days - 4 additional days within a calendar year - Enjoy a company-wide long weekend at the beginning of each quarter
- We love birthdays - take the day off and receive a special gift
- Two social impact days each year - to volunteer and give back to causes you care about
- Annual Headspace subscription and wellness benefits
- Fun and frequent social events, both in-person and virtual
Company Overview