Customer Experience Engineer

This range is provided by Granola. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Direct message the job poster from Granola

If you haven’t already, you should check out what we’re building, and why you should work here.

We’re looking for a Customer Experience Engineer to join our team and help us maintain our high bar for technical support as we scale. This is a role for someone who gets genuinely excited about solving complex technical problems, digging into logs, and being the bridge between our users and our engineering team.

You’ll be taking technical escalations from our Customer Experience Specialists and going deep into the issues our users face. This means reading Cloudwatch logs, writing SQL queries to investigate data issues, making small code fixes using Cursor, and jumping on calls to troubleshoot alongside customers in real‑time.

We’re forward‑thinking about customer support ’re highly technical, highly empowered, and we believe in giving our CX team the tools to work directly with the codebase. We use Cursor extensively, we’re not afraid of making our own fixes, and we work incredibly closely with our product engineers. We need someone who can help us keep pushing this boundary and bring proper Customer Support Engineering experience to the team.

In this role, you will:

• Own technical escalations from our Customer Experience Specialists, becoming the go‑to person for complex technical issues
• Troubleshoot and investigate deeply using Cloudwatch logs, console logs, database queries, Amplitude analytics, and Retool dashboards
• Make small code changes and fixes using Cursor and AI‑assisted coding tools to resolve customer issues directly
• Reply directly to customers, even jumping on calls to troubleshoot issues face‑to‑face, guiding them through solutions and gathering detailed context
• Collaborate closely with product engineers to identify, document, and escalate bugs, providing detailed technical context
• Identify patterns and root causes in technical issues, driving improvements to product stability and customer experience
• Build and maintain internal tools and processes to make technical support more efficient
• Document solutions and create technical resources to help the wider team resolve similar issues in the future

Your background looks something like:

• Proven Customer Support Engineer experience (or similar role like Technical Support Engineer, Solutions Engineer) with 3+ years in a technical support capacity
• Strong technical troubleshooting skills with experience reading logs, debugging issues, and performing root cause analysis
• Hands‑on experience with:
• SQL and database queries for investigation
• Cloud platforms (AWS experience is a plus)
• Log analysis tools (Cloudwatch or similar)
• Customer support platforms (experience with Plane, Zendesk, Intercom, or similar)
• Basic coding/scripting (comfortable making small changes to codebases)
• Comfortable with modern AI‑assisted coding tools like Cursor, Git Hub Copilot, or similar (or excited to learn)

As a person, you...

• Are relentlessly curious and won’t rest until you get to the bottom of why something happened
• Love the details and get satisfaction from understanding the root cause of issues, not just applying band‑aid fixes
• Thrive in a fast‑paced environment where no two days are the same and priorities can shift quickly
• Are excited to work in‑person from our office in London (five days a week)
• Enjoy a bit of "vibe coding" on the side—you’re the type who might tinker with personal projects or enjoy solving technical puzzles
• Are a natural problem‑solver who sees technical challenges as opportunities rather than obstacles
• Communicate clearly with both technical and non‑technical audiences, translating complex issues into understandable language
• Value working with people who are kind, ambitious and pragmatic
• Take ownership without waiting for perfect information or extensive direction

Granola runs across multiple platforms—our desktop app (Mac and Windows) is built with Electron, and we also have iOS with Android coming soon. You’ll be working with:

• AWS & Cloudwatch for log analysis and troubleshooting
• SQL…