Customer Experience Engineer, L2
HackerRank21 days ago
Bengaluru, IndiaMid Level / Senior
H1B Sponsor
Responsibilities
- Lead complex, ambiguous, enterprise, solution-led, and escalated customer issues through investigation, resolution, and trust-restoring closure.
- Investigate web applications, REST APIs, integrations, authentication, data, logs, configurations, and system behavior.
- Resolve most technical issues independently and provide Engineering with evidence, reproduction steps, impact, and technical hypotheses when escalation is needed.
- Lead high-severity incident response and customer-facing root-cause analyses, including containment, communication, corrective action, and follow-through.
- Manage shared queue health, service levels, communication quality, and multiple concurrent priorities across shifts and regions.
- Use AI and coding tools to debug, analyze patterns, and build or maintain agents, automations, scripts, and lightweight tooling 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 and participate in rotational shifts and on-call coverage.
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 for independently investigating data issues and validating platform behavior.
- 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 escalation decisions.
- Clear, precise, and empathetic communication skills for difficult calls, executive-visible updates, and multi-stakeholder customer situations.
- Strong ownership and willingness to support rotational shifts and occasional on-call coverage.
- Experience debugging ATS, HR technology, developer-tooling, or complex B2B SaaS integrations is preferred.
- Experience building production-quality internal tools, agents, or automations is preferred.
- Experience using Claude, Cursor, Copilot, or similar AI coding tools is preferred.
- Experience contributing fixes or improvements to a production codebase is preferred.
Benefits
- Rotational shifts and occasional evening or weekend on-call coverage are required to support global customers.
- The role offers cross-functional exposure to Engineering, Product, Customer Success, and Account teams.
- The position includes mentoring and opportunities to improve tooling, automation, runbooks, and product quality.
About HackerRank
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