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Customer Experience Engineer
Full-time
Granola is looking for a Customer Experience Engineer to maintain high technical support standards while scaling. This role goes beyond traditional ticket queues toward root-cause problem-solving.
Responsibilities
Own complex technical escalations and investigations using logs, SQL queries, and analytics
Ship code fixes directly using AI-assisted tools like Cursor
Build internal tooling to enhance team effectiveness
Triage and resolve high-priority customer issues
Bridge communication between support and engineering teams
Document solutions for team and AI agent reference
Requirements
Technical support or engineering background with log analysis experience
Ability to make code changes in real codebases
Proficiency in SQL, AWS/Cloudwatch, and customer support platforms (Plain, Zendesk, Intercom)
Daily AI tool usage with strong opinions on optimization
Customer empathy with product-thinking mindset
Compensation & Benefits
£70,000–£80,000/year. Free daily lunch, £100/month gym stipend, £1,000 annual learning budget, 25 days paid holiday, private health insurance, pension matching, and flexible remote options.
