Customer Experience Engineer, L2
HackerRank11 days ago
Bengaluru, IndiaMid Level / Senior
Responsibilities
- Lead complex, ambiguous, enterprise, solution-led, and escalated customer issues from investigation through resolution and trust-restoring closure.
- Investigate web applications, REST APIs, integrations, authentication, data, logs, configurations, and system behavior without relying on an existing playbook.
- Resolve most technical issues independently and escalate to Engineering with evidence, reproduction steps, impact, and a technical hypothesis.
- Lead high-severity incident response and customer-facing root-cause analyses, including containment, communication, corrective action, and follow-through.
- Manage the shared CXE queue, service levels, multiple priorities, and communication quality across shifts and regions.
- Use AI and coding tools to debug, analyze patterns, and build or maintain agents, automations, tooling, and lightweight fixes.
- Convert recurring issues into runbooks, onboarding improvements, evaluation loops, automation, product feedback, or Engineering action.
- Mentor CXE 1 engineers through pairing, reviews, and case debriefs.
- Partner with Engineering, Product, Customer Success, and Account teams during complex customer situations.
- Participate in rotational shifts and on-call coverage, including occasional evenings or weekends.
Requirements
- 3 to 7 years of experience in technical support, product support, solutions engineering, implementation, cloud support, software engineering, SDET, or a similar customer-facing technical role.
- Strong debugging experience across web applications, REST APIs, distributed integrations, logs, configurations, and customer workflows.
- Solid SQL skills and the ability to investigate data issues and validate platform behavior independently.
- Working knowledge of SSO, SAML, OAuth, and common identity or integration failure modes.
- Hands-on coding ability in Python or a similar language, including reading production code and creating scripts, automations, or lightweight fixes.
- Demonstrated judgment in ambiguous or high-pressure situations, including prioritization, incident response, and cross-team escalation decisions.
- Clear, precise, empathetic communication skills for difficult calls, executive-visible updates, and multi-stakeholder customer situations.
- Strong ownership and accountability across team boundaries.
- Willingness to work rotational shifts and occasional on-call coverage.
- Preferred experience debugging ATS, HR-tech, developer-tooling, or complex B2B SaaS integrations.
- Preferred experience building production-quality internal tools, agents, or automations with measurable impact.
- Experience using AI coding tools such as Claude, Cursor, Copilot, or similar is preferred.
- Preferred experience contributing fixes or improvements to a production codebase in support, tooling, solutions, or software engineering.
Benefits
- Rotational shifts and occasional on-call coverage may include evenings or weekends to support global customers.
- The role offers opportunities to mentor engineers and partner cross-functionally with Engineering, Product, Customer Success, and Account teams.
- HackerRank provides equal employment opportunity and affirmative action and maintains applicant confidentiality under EEO guidelines.
About HackerRank
HackerRank builds a developer skills assessment and technical interview platform used by recruiters and hiring managers to evaluate engineers via coding tests, take-home challenges, and pair-programming sessions. It sells its software to enterprises on a subscription basis and maintains a large developer practice community; the privately held company was founded in 2012, is headquartered in Santa Clara, and counts organizations such as OpenAI, NVIDIA, and Amazon among its customers.