HackerRank helps companies like NVIDIA, Amazon, and Microsoft hire and upskill the next generation of developers.
Trusted by over 2,500 of the world’s most innovative companies.
Responsibilities
Own complex, ambiguous, enterprise, and escalated customer problems through investigation, resolution, communication, and closure.
Lead technical customer calls and escalations.
Investigate unfamiliar issues across web applications, APIs, integrations, authentication, data, and code paths.
Build scripts, integrations, automations, tooling, and other technical solutions.
Build and improve AI agents and workflows.
Lead CXE’s technical and customer response during high-severity incidents.
Partner with account teams to understand strategic customers.
Manage concurrent priorities while protecting shared queue health.
Turn patterns from customer issues into adopted runbooks, onboarding improvements, automation, product feedback.
Mentor CXE 1 engineers.
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 similar.
Can independently investigate unfamiliar technical problems using API and application logs, audit trails, monitoring, session data.
Can write and debug practical code in Python or a similar language.
Ready to lead difficult customer conversations.
Make sound decisions under pressure.
Take ownership without waiting to be chased.
Hands-on experience using AI to investigate, build, and improve workflows.
Open to rotational shifts and occasional on-call coverage.