WFH | Senior Customer Experience Engineer

The Customer Experience Engineer troubleshoots and configures the Glassbox platform inside customers' web and mobile applications. Glassbox captures and analyzes digital customer journeys for large enterprises, mainly banks and other financial institutions.

This is a highly technical, mostly independent role. Prior Glassbox experience is not expected: Glassbox provides structured training, and the goal is to perform at the level of its current frontline support team within about three months.

Key Responsibilities:

Technical troubleshooting and configuration

• Investigate and resolve customer support tickets involving Glassbox implementations in web and mobile applications, across frontend, backend and middleware components.
• Guide customers' development teams through integrating, configuring and troubleshooting the Glassbox SDK in Android, iOS and React Native apps.
• Reproduce issues, gather evidence and elevate confirmed defects to backline and R&D teams with clear, complete documentation.
• Join customer calls as needed to run technical investigations, usually without an account manager present.
• Explain findings and next steps clearly and professionally in English.
• Hand off commercial or non-technical decisions to the customer's account manager.

Documentation and knowledge sharing

• Keep ticket records accurate and complete so other engineers across time zones can pick up the work.
• Contribute troubleshooting guides and knowledge-base articles based on recurring issues.

Learning and growth

• Complete Glassbox's technical training (about the first six weeks) and work with an assigned US-based mentor while ramping up.
• Reach frontline-level independence within about three months, and keep current with Glassbox releases, SDK updates and security standards.
• Over time, and as Glassbox expands the role, build toward supporting on-premise customer environments (server infrastructure, data collectors, session storage, data pipelines and replay engines) and structured enterprise engagements such as regular technical calls and QBRs.

Minimum Qualifications:

• 5+ years of hands-on technical experience in one or more of these areas:
• System administration, especially administering on-premise enterprise software (Linux and/or Windows)
• Web or mobile application development
• Developer or API support for a SaaS product
• Technical support or engineering for web applications, client-server systems or distributed architectures
• Ability to read and interpret logs, network traces and other diagnostic data, not just collect them.
• Experience diagnosing issues on Linux and Windows.
• Fluent written and spoken English, with the ability to lead technical conversations with enterprise customers independently.
• Bachelor's degree in Computer Science, Information Technology, Software Engineering or a related field, or equivalent hands-on experience (for example, 4–5 years of system administration).
• Willingness to work US Eastern hours during ramp-up and US Pacific hours afterwards, fully remote from the Philippines, with a reliable home setup and internet connection.

Preferred qualifications

• Experience with Glassbox or similar digital experience analytics, session replay or monitoring tools.
• Experience with AWS (EC2, CloudWatch, VPC networking), Kubernetes or Azure, and hybrid on-premise/cloud setups.
• Knowledge of mobile app technologies (Android, iOS, React Native) and SDK integration.
• Scripting experience (e.g., Python, Bash, PowerShell).
• Familiarity with tag managers and CDNs.
• Experience supporting enterprise customers, ideally in banking or financial services, in roles such as technical support, customer engineering, technical account management or professional services.