Benefits Administration Customer Experience Engineer

Job Summary

Serving as the highest technical escalation point for Benefits Administration-related customer issues, the full-time remote Benefits Administration Customer Experience Engineer will analyze system behavior, troubleshoot complex product challenges, and collaborate with cross-functional teams to enhance customer satisfaction.

Key responsibilities

• Own complex customer escalations by investigating and resolving Benefits Administration-related product issues
• Conduct technical investigations and troubleshooting, analyzing system behavior and performing root cause analysis
• Collaborate with Product, Engineering, and Customer Success teams to advocate for customer impact and improve support workflows

Required qualifications

• 4+ years of technical support experience with Benefits Administration platforms or HRIS systems
• Strong understanding of US Benefits Administration processes and data flows
• Experience in troubleshooting complex customer issues and performing root cause analysis
• Familiarity with APIs, integrations, and SQL/database concepts
• Experience working with support platforms such as Zendesk or Salesforce