Benefits Administration Technical/Customer Support Engineer - EST

HiBob

Benefits Administration Technical/Customer Support Engineer - EST

Posted An Hour Ago

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Hiring Remotely in United States

Remote or Hybrid

103K-129K Annually

Mid level

HR Tech • Information Technology • Professional Services • Sales • Software

Our mission is to create a modern work experience that empowers organizations to be remarkable.

The Role

The role involves supporting customers with benefits administration issues troubleshooting complex problems and collaborating with multiple teams to improve product functionality and customer experience. Candidates should have a strong background in US benefits administration and exceptional problem-solving skills.

Summary Generated by Built In

Job Description
HiBob helps modern mid-size businesses transform the way they manage people. Our HR platform Bob provides powerful tools for HR payroll workforce planning benefits administration and employee engagement.
Since launching in 2015 we've grown rapidly and now serve thousands of businesses worldwide. We're building a company where great people can do their best work while helping our customers create exceptional employee experiences.
We're looking for a US Benefits Administration Customer/Technical Support Engineer (CXE) to join our Customer Experience team. In this role you'll become the technical and operational expert for HiBob's Benefits Administration product helping customers navigate complex benefits challenges while partnering closely with Product Engineering Payroll and Customer Success teams. You'll investigate escalated customer issues troubleshoot benefits administration workflows support integrations with carriers and third-party systems and help drive improvements across our product and support experience. This is a unique opportunity for someone who combines deep knowledge of US benefits administration with strong problem-solving and technical troubleshooting skills.
The base salary range for this role is $103000 - $129000.
There is a strong preference to fill this role in NYC with a hybrid schedule out of our office but we will consider exceptional candidates who are based in the EST time zone and open to working remotely.
Location Eligibility: While can be a remote position HiBob is currently authorized to hire in the following states: CA. CO CT DC FL GA IL IN KS MA MD MN NC NH NJ NV NY OH OK OR PA RI SC TN TX UT VA WA.
Job Requirements
Own Complex Customer Escalations

Act as the highest level of support for Benefits Administration-related issues.
Investigate and resolve complex customer challenges involving enrollments eligibility life events carrier connections and benefits data.
Manage critical issues from investigation through resolution while keeping customers informed and confident.

Become a Product and Benefits Expert

Develop deep expertise in HiBob's Benefits Administration offering.
Guide customers on best practices for benefits configuration and administration.
Support customers through Open Enrollment life events eligibility changes and compliance-related processes.

Troubleshoot Technical Issues

Analyze system behavior using logs APIs reporting tools integrations and internal platforms.
Investigate data discrepancies and synchronization issues between HiBob and benefits providers.
Perform root cause analysis and partner with Engineering on long-term solutions.

Collaborate Across Teams

Work closely with Product Engineering Payroll Customer Success and Support teams.
Advocate for customer needs during bug triage and product discussions.
Help identify opportunities to improve product functionality and customer experience.

Drive Continuous Improvement

Identify recurring issues and systemic challenges.
Create documentation troubleshooting guides and enablement materials.
Help scale support operations through automation process improvements and knowledge sharing.

Job Responsibilities

4+ years of experience in Benefits Administration and/or HR Technology. This is a hard requirement.
Strong knowledge of US benefits administration processes including eligibility enrollments life events and carrier interactions.
Experience supporting customers in a SaaS environment.
Exceptional troubleshooting and problem-solving skills.
Ability to investigate issues across multiple systems and identify root causes.
Excellent communication skills and ability to explain complex topics clearly.
Experience working cross-functionally with technical and non-technical stakeholders.
A proactive customer-first mindset with strong ownership and accountability.

Nice to Have

Experience with ACA COBRA ERISA or other US benefits compliance requirements.
Experience with Benefits Administration platforms HRIS systems or payroll solutions.
Familiarity with APIs integrations webhooks or data troubleshooting.
Experience with Zendesk Salesforce Jira Asana or similar support tools.
Enterprise customer support experience.
Experience in a high-growth SaaS environment.

Benefits
At HiBob we are committed to creating an excellent employee experience. Our bobbers culture and additional benefits all make bob a great place to work come join us! We offer a competitive compensation package that includes salary benefits and pre-IPO equity. We have a beautiful office located in NYC and remote bobbers coast to coast.
Stock options in a scaled high-growth SaaS leader
Comprehensive medical dental and vision 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-anywhere 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 within a calendar year - Enjoy a company-wide long weekend at the beginning of each quarter
We love birthdays - take the day off and receive a special gift
Two social impact days each year - to volunteer and give back to causes you care about
Annual Headspace subscription and wellness benefits
$2500 employee referral bonus (plus ambassador incentives)
Fun and frequent social events both in-person and virtual
Join HiBob and be part of a dynamic people-centric organization where your impact will shape the future of work. Apply now and unleash your potential in a supportive inclusive environment that celebrates your uniqueness.

Skills Required

4+ years of experience in Benefits Administration and/or HR Technology
Strong knowledge of US benefits administration processes
Experience supporting customers in a SaaS environment
Exceptional troubleshooting and problem-solving skills
Excellent communication skills and ability to explain complex topics clearly

What the Team is Saying

HiBob Compensation & Benefits Highlights

Affordable Benefits—Employer-paid employee-only medical/dental/vision and $0-cost medical plan options indicate low out-of-pocket healthcare for core coverage with EAP/mental-health support also available. Built-in flexibility through FSA/HSA further supports affordability across different plan choices.
Retirement Support—A 401(k) with company match and immediate vesting strengthens retirement readiness from the start. Equity grants at hire complement long-term financial security.
Leave & Time Off Breadth—PTO in the ~18–20 day range two volunteer days a birthday day off company holidays and quarterly Bob Balance Days provide multiple avenues for rest and recharge. The company-wide nature of Balance Days helps employees disconnect without returning to a backlog.

Learn more about HiBob's Compensation & Benefits →

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The Company

HQ: Tel Aviv

1350 Employees

Year Founded: 2015

What We Do

HiBob helps modern mid-size businesses transform the way they manage people giving HR and managers all they need to connect engage develop and retain top talent. Since 2015 we’ve achieved consecutive triple-digit year-over-year growth all backed by our amazing team of Bobbers from across the globe making us the choice HRIS of over 4000 midsize and multinational companies. Our HR platform is intuitive data-driven and built for the way people work today: globally remotely and collaboratively. Fast-growing companies across the globe such as Huel What3words Fiverr and VaynerMedia rely upon Bob to help them create the best work experiences for their people.

Why Work With Us

Being a Bobber is all about being you. We want you to bring all parts of yourself to work giving you the freedom and confidence to be the best you and do your best work. If that’s bubbly shy precise funny bold kind honest brilliant or anything in between we’re waiting with open arms. Come join us.