Customer Experience Engineer

The role

You will own the customer experience end to end by solving complex technical cases and diagnosing bugs. You will sit between users, product, and engineering to build scalable support systems and act as the voice of the customer.

What you will do

• Solve hard cases including failed generations, agent runs, integrations, and billing problems.
• Reproduce and diagnose bugs and provide engineering with logs and context.
• Build AI-first chat, self-serve help centers, macros, and escalation paths.
• Set severity tiers and response targets.
• Provide weekly readouts of top issues, feature requests, and churn reasons.
• Learn new models and features to write documentation and known-issues notes.
• Provide proactive onboarding and check-ins for power users, creators, and businesses.
• Find advocates and collect testimonials for community and referral programs.
• Handle cancellation, refund, and failed-payment conversations.
• Hire and lead people or partners as the company grows.

Required qualifications

• 4+ years in technical support, support engineering, solutions, or customer success at a SaaS, developer, or AI product.
• Ability to read browser dev tools, network calls, and error traces.
• Understanding of REST APIs, OAuth, and webhooks.
• Ability to write SQL and simple scripts in Python or JavaScript.
• Daily, hands-on use of generative AI.
• Experience owning customer relationships including escalations and high-stakes users.
• Excellent written English.
• Hands-on with support tooling such as Intercom, Zendesk, or Freshdesk.
• Product sense.

Nice to have

• Software engineering experience or a computer science degree
• Have shipped code
• Scaled support at a consumer app with millions of users, or at a fast-growing AI company
• Built or tuned an AI support agent, such as retrieval over help docs or LLM-based triage
• Subscription billing know-how: Stripe, trials, failed payments, refunds, and chargebacks
• Product analytics experience (Mixpanel, Amplitude, or similar)
• Community or creator-program experience: Discord, ambassador programs, user-generated content
• Fluency in a second language our users speak

About the company

ImagineArt is a creative AI platform used by millions of people to generate images and video. They build at the frontier of generative AI with products like Imagine Computer, an AI agent.