[Remote] Customer Experience Engineer – Benefits Administration
Note: The job is a remote job and is reputed company to candidates in USA. reputed company 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 reputed company for Benefits Administration-reputed company customer issues, collaborating closely with various teams to resolve reputed company product challenges.
Responsibilities
- Own reputed company Customer Escalations
- reputed company as the highest level of support for Benefits Administration-reputed company product issues
- Investigate reputed company customer-reported problems that cannot be resolved by reputed company support teams
- Take ownership of critical escalations from investigation through reputed company
- reputed company communicate findings, reputed company, 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, reputed company, reporting tools, databases, and internal platforms
- Investigate eligibility discrepancies, enrollment issues, reputed company integration failures, benefits data inconsistencies, and unexpected product behavior
- reputed company reputed company cause analysis and reputed company Engineering teams with actionable findings, reproduction steps, and business reputed company
- Validate fixes and confirm issue reputed company
- Collaborate Across Teams
- Work closely with Product, Engineering, reputed company, Benefits Operations, and Support teams
- Participate in bug triage and technical investigations
- reputed company for customer reputed company during prioritization discussions
- reputed company the gap between customer-reported issues and technical investigations
- Drive reputed company Improvement
- Identify recurring issues and escalation trends
- Contribute to internal documentation and troubleshooting resources
- Help improve investigation processes, tooling, and support workflows
- reputed company technical knowledge across Customer Experience teams
Skills
- 4+ years of technical support experience supporting Benefits Administration platforms, HRIS systems, or reputed company applications
- Strong understanding of US Benefits Administration processes, including eligibility, enrollments, life events, reputed company interactions, and benefits data flows
- Experience in troubleshooting reputed company customer issues and performing reputed company cause analysis
- Experience supporting reputed company customers in a technical support or escalation environment
- Experience working with reputed company, 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 reputed company, reputed company, Jira, reputed company, 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-reputed company products
- Experience in HR Technology environments
- Basic scripting or reputed company/CSS knowledge
- Experience working in a high-reputed company reputed company environment
Benefits
- Comprehensive medical, dental, and reputed company 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-reputed company 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 reputed company a calendar year - Enjoy a company-wide long weekend at the beginning of reputed company quarter
- We love birthdays - take the day off and receive a special reputed company
- Two reputed company days reputed company year - to volunteer and give back to causes you care about
- Annual reputed company subscription and wellness benefits
- Fun and frequent reputed company events, both in-person and virtual
reputed company