Customer Experience Engineer, L2

About the role

HackerRank is seeking a Customer Experience Engineer (L2) to manage complex customer escalations from start to finish. This role involves diagnosing issues related to the platform, APIs, and integrations, working closely with the Engineering team to identify and resolve bugs, and leading responses to critical incidents. The ideal candidate will possess a strong technical background, excellent problem-solving skills, and a commitment to delivering exceptional customer support. The position requires a proactive approach to troubleshooting, effective communication with customers and internal teams, and the ability to handle high-pressure situations with professionalism. As part of the Customer Experience team, you will play a key role in ensuring customer satisfaction and maintaining the reliability of HackerRank's platform.

Key facts

What you'll do

• Take ownership of complex technical escalations, ensuring thorough investigation, effective troubleshooting, and timely resolution for customers.
• Troubleshoot issues involving the platform, APIs, and integrations, aiming to resolve most problems independently before escalating to Engineering.
• Collaborate with Engineering on confirmed bugs by creating detailed, reproducible reports, tracking the progress of fixes, and maintaining clear communication with customers throughout the process.
• Lead incident management efforts, including coordinating response activities, conducting customer-facing Root Cause Analyses for high-severity issues, and ensuring comprehensive post-incident reports are delivered.
• Manage multiple open tickets simultaneously, prioritizing tasks based on urgency and impact, while maintaining adherence to service level agreements and communication standards.
• Utilize AI tools to enhance debugging processes, contribute minor code fixes, identify recurring issues, and develop solutions that improve overall team efficiency and customer experience.
• Document recurring issues and systemic problems as runbooks or process improvements, focusing on long-term solutions rather than temporary fixes.
• Participate in an on-call rotation, which may require occasional late-night or weekend work to support global customer needs and ensure continuous platform reliability.
• Communicate effectively with customers, providing clear, empathetic, and professional updates throughout the troubleshooting and resolution process.
• Work closely with cross-functional teams, including Engineering, Customer Success Managers, and Account Owners, to coordinate responses and ensure customer issues are resolved satisfactorily.
• Contribute to knowledge base articles, FAQs, and internal documentation to improve team resources and support scalability.
• Stay updated on new features, platform changes, and best practices to provide accurate guidance and support to customers.
• Assist in training and mentoring junior team members, sharing knowledge and best practices for handling escalations and technical troubleshooting.
• Participate in continuous improvement initiatives aimed at optimizing support workflows, tools, and customer communication strategies.
• Support the onboarding of new team members by sharing expertise and best practices in troubleshooting and customer communication.
• Engage in regular team meetings and feedback sessions to identify areas for process improvement and skill development.

Requirements

• 2 to 7 years of experience in technical or product support for a B2B SaaS platform, preferably in a customer-facing role.
• Strong debugging skills for web applications, REST APIs, and third-party integrations, with the ability to trace issues to their root causes.
• Proficiency in SQL, capable of writing queries to investigate data discrepancies, verify platform behavior, and support troubleshooting efforts.
• Familiarity with SSO, SAML, and OAuth protocols, with the ability to troubleshoot authentication and identity configuration issues independently.
• Hands-on coding experience in Python or similar languages, comfortable with reading, writing, and modifying scripts for debugging, automation, and minor fixes.
• Knowledge of log analysis and observability tools used for tracking API failures, integration issues, and platform errors.
• Excellent written communication skills, able to convey complex technical information clearly and empathetically to customers.
• Experience in incident communication, Root Cause Analysis documentation, and post-incident reporting, with the ability to provide structured updates and summaries.
• Ability to manage challenging customer interactions professionally, demonstrating patience, empathy, and accountability.
• Strong coordination skills to work effectively with internal stakeholders, including Engineering, Customer Success Managers, and Account Owners during escalations.
• Ability to work under pressure, prioritize tasks effectively, and maintain a high level of attention to detail.
• A proactive mindset with a focus on continuous learning and improvement in technical troubleshooting and customer support.
• Willingness to participate in an on-call rotation that may include late-night or weekend shifts to support global customer needs.

Nice to have

• Experience troubleshooting ATS or HR technology integrations such as Greenhouse, Lever, or Workday.
• Familiarity with AI coding tools like Claude, Cursor, or Copilot for debugging and automation tasks.
• Previous contributions to a codebase, even in a support or tooling context, demonstrating hands-on technical skills.
• Development of internal tools or automations that significantly enhanced team productivity or support efficiency.
• Knowledge of additional programming languages or scripting skills that could assist in automation or debugging efforts.
• Exposure to platform monitoring, observability, or incident management tools beyond log analysis.

Skills & tools

• Strong debugging skills for web applications and APIs
• SQL proficiency for data investigation
• Familiarity with SSO, SAML, OAuth protocols
• Python or similar scripting language experience
• Log analysis and observability tools knowledge
• Excellent written and verbal communication skills
• Incident management and Root Cause Analysis experience
• Ability to work collaboratively across teams and manage multiple priorities

Practical notes

HackerRank is an equal opportunity employer and values diversity in the workplace. We provide equal employment opportunities regardless of race, religion, national origin, gender identity or expression, sexual orientation, age, marital status, veteran status, or disability. All applicant information will be kept confidential in accordance with EEO guidelines.

We encourage candidates to apply who are eager to grow their technical troubleshooting skills and are committed to delivering excellent customer support. The role involves on-site work at our Bangalore office, with a hybrid work model. Candidates should be prepared for occasional on-call duties, including late-night or weekend shifts, to support our global customer base.

To learn more about HackerRank, visit HackerRank.com to explore our products and mission.