Product Engineer, Customer Experience (Full Stack, AI-Native)

Product Engineer, Customer Experience (Full Stack, AI-Native)

Location: Austin, TX preferred (hybrid); open to remote for the right candidate Type: Full time Reports to: VP of Engineering Compensation: $90,000 to $110,000 base salary, plus benefits and any applicable equity or bonus compensation

About Living Security

Living Security is a B2B SaaS company in human risk management — we help large enterprises understand and reduce the human side of security risk. Our customers are major enterprise security teams, and our platform increasingly runs on AI: AI-generated content, risk scoring, and AI-native capabilities are core to where we're headed. We're a small engineering team with an unusually high output-per-engineer model, hiring builders who want that leverage.

About the Role

We are hiring a full stack product engineer focused on customer experience. The mission is simple: our customers experience a fast, reliable, polished product — and when they don't, you find out why and ship the fix.

This role sits at the intersection of three teams. You'll partner with Support as their engineering counterpart — picking up what they've triaged and can't resolve, and building the tooling that makes their job easier. You'll work with Product to turn what customers actually experience into roadmap input. And you'll engage directly with customers when an issue warrants it — joining calls, understanding impact firsthand, and closing the loop when the fix ships.

You'll own the loop from customer-reported issue to root cause to shipped fix, and drive down recurring problems instead of patching symptoms. Your definition of "fix" extends past code defects: when the root cause is a confusing flow, a misleading error message, an awkward integration, or thin documentation, the experience is the bug — and improving it is your job.

How We Work

Every engineer here develops primarily through AI tools — Claude Code or similar — and your value is the judgment you bring: you understand how web applications actually work, where they break, and how to direct AI to fix them correctly rather than cosmetically.

We run continuous flow, not sprints: work is scoped into roughly one-week shippable deliverables with minimal ceremony between you and production. A customer issue can go from escalation to shipped fix in days, not quarters — and success is measured by what stops recurring, not tickets closed.

Be clear-eyed: this is a startup with hard enterprise commitments, and the pace reflects that. When a customer is hurting, it's ours until it's fixed, and the team is small enough that there's no one to hand it off to. If you want a season of your career doing the most intense, highest-leverage work you've done, this is that. If you want a comfortable cruising altitude, it isn't.

What You'll Do

• Own customer-reported issues end to end: reproduce, root-cause, fix, ship, verify with the customer. When three customers hit the same class of bug, fix the class, not the instances.
• Debug the enterprise surface where customer problems most often originate: SSO/identity (SAML, OIDC, SCIM provisioning, Entra/Okta quirks), integration failures, webhook and sync breakdowns, permissions edge cases, and feature flag states that explain why one customer sees something nobody else does.
• Resolve data integrity issues directly in the database — SQL to find bad records, understand how they got that way, fix them safely, and ship the change that prevents that class of corruption.
• Act as Support's engineering partner: take triaged escalations, give clear answers and timelines, and build the debugging aids, admin tools, and observability that raise their first-touch resolution rate.
• Engage customers directly on high-impact issues, communicating root cause and resolution in plain language.
• Feed patterns to Product: you'll have the clearest view of where the product hurts customers — turn it into concrete roadmap input.
• Treat poor UX as a bug. When a flow confuses customers or a workflow fights the user, redesign and ship the better experience — don't close it "working as intended."
• Improve the developer and admin experience: API ergonomics, integration setup, error messages, documentation — where technical customers form their opinion of us.
• Use Claude Code as your core workflow for investigation, implementation, testing, and validation.

What We're Looking For

• Full stack experience with real production webapps — you've debugged live systems, not just built greenfield.
• Genuine understanding of modern web architecture — how frontend, API, database, auth, queues, and deployment fit together, and the failure modes of each layer.
• Enterprise technology familiarity, because our customers are enterprises: you've worked with or debugged against IdPs and SSO (SAML, OIDC, SCIM, Entra ID, Okta) and know they're a top source of B2B customer issues.
• Strong SQL — a must, not a nice-to-have. You can query production data confidently, diagnose how records went bad, and write safe corrective migrations.
• Understanding of modern integration layers — unified API platforms like Nango, OAuth token lifecycles, webhooks, sync jobs, rate limits — and how to debug them when a customer's data stops flowing.
• Working knowledge of feature flagging, as both a debugging dimension (a broken experience is often a flag state nobody checked) and a shipping tool: safe rollouts, per-customer targeting, and cleaning up stale flags.
• Strong debugging instincts: you dig until you find the actual root cause and are skeptical of fixes you can't explain.
• An eye for UX: you can tell "works as specified" from "works well" and ship a meaningfully better flow without a designer holding your hand.
• Daily, deep use of AI dev tools (Claude Code strongly preferred) — you drive the tool and catch it when its fix is wrong or superficial.
• Working familiarity with our kind of stack: React, Next.js, TypeScript, Node.js, Python, Postgres, basic AWS.
• Clear communication across three audiences: support teammates who need actionable answers, product teammates who need patterns, and enterprise customers who need confidence and plain language.
• High ownership, low ego. "Someone else's code" is not a category you recognize.

This is a mid-level role. We care about demonstrated debugging and shipping ability far more than years of experience or titles.

You'll Thrive Here If

• You get satisfaction from making things work right, not just work — and "right" includes how it feels to use.
• You like variety — a frontend bug one day, a queue backing up the next, then redesigning a flow customers keep tripping over.
• You see customer pain as the most honest signal of what to build.
• An open mystery in production nags at you until it's closed.
• You want a stretch of your career defined by maximum output and learning, around people operating the same way.
• You use AI tools systematically and aggressively, with your own judgment as the quality gate.

This Role Is Not For Someone Who

• Only wants net-new features and considers maintenance beneath them.
• Patches symptoms rather than understanding systems.
• Closes confusing-but-functional experiences as "working as intended."
• Needs detailed reproduction steps before investigating.
• Only wants one layer of the stack.
• Treats AI tools as an occasional helper rather than the central workflow.
• Wants big-company pace and predictability. We're a startup in a sprint, and we're honest about it.

Interview Process

Three steps, designed to evaluate real working ability without days off or speculative travel:

• Screen (45 min, remote). How you debug: production issues you've root-caused — especially SSO/identity, integration, or data integrity — how you think about failure modes, and how you use AI tools daily.
• Live working session (2 hrs, remote). Investigate a realistic bug in our stack using Claude Code — one where the symptom doesn't point at the cause, with some SQL along the way. We watch how you drive the AI, validate its diagnosis, and whether you catch its plausible-but-wrong first answer.
• In-person final (half day, Austin). Meet the team and make sure it's a fit, both ways. Travel covered for remote candidates.

For candidates between roles or contracting, we can structure the final step as a paid 30-day contract-to-hire — an option, not a requirement.

Location

Austin, TX hybrid is our strong preference; Austin-area candidates should work in person on a regular cadence. For the right candidate we're open to US remote, with occasional travel to Austin.

How to Apply

Include production issues you've debugged end to end — the gnarlier the better. Tell us how you use Claude Code or similar tools when investigating real problems, including a time the AI's first answer was wrong and how you caught it.

Pay: $90,000.00 - $110,000.00 per year

Benefits:

• 401(k)
• Flexible schedule
• Health insurance
• Paid time off

Education:

• High school or equivalent (Preferred)

Experience:

• IT support: 2 years (Preferred)

Work Location: Hybrid remote in Austin, TX 78748