Customer Experience Engineer

Heartbeat

Customer Experience Engineer providing customer-facing support and building solutions at Heartbeat. Collaborating with the team to optimize the customer experience while diagnosing technical issues.

Posted 4/30/2026full-timeRemote • New York • 🇺🇸 United StatesMid-LevelSenior💰 $75,000 - $90,000 per yearWebsite

About the role

Key responsibilities & impact

Run the Zendesk queue w/ the rest of the support team
Host a few "get unstuck" Zoom calls per week (~30 min each)
Record short Loom walkthroughs for trickier workflows
Write & update help center articles based on the patterns you're seeing
Debug frontend behavior in browser dev tools (console, network tab, DOM inspection)
Trace API failures across our integrations (Stripe, webhooks, custom domains, email providers, OAuth flows)
Write Linear bug reports clean enough that engineering can act on them w/o ten clarifying questions

Requirements

What you’ll need

Comfortable in the guts of software
A clear writer
A systems thinker
Comfortable on camera
Worked autonomously before
Curious about AI tools

Benefits

Comp & perks

Health insurance
Flexible work arrangements
Professional development
Remote work options

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

debuggingAPI integrationfrontend developmentbrowser developer toolswriting help center articlesbug reportingworkflow documentation

Soft Skills

clear writingsystems thinkingautonomous workcuriositycommunication