HackerRank – Technical Support Engineer, L1

Job Description

HackerRank is hiring Technical Support Engineer, L1 professionals to support its globally recognized developer assessment and hiring platform used by leading companies such as Amazon, Microsoft, and NVIDIA. This role is an excellent opportunity for candidates who are passionate about technical troubleshooting, SaaS platforms, API analysis, customer support operations, and developer-focused technologies. As the first point of contact for customers, the Technical Support Engineer plays a critical role in ensuring seamless user experiences, maintaining ticket quality, resolving technical issues, and supporting global customers with accurate and timely assistance. The position is ideal for fresh graduates and early-career professionals looking to build strong technical foundations within a high-growth technology company.

The Technical Support Engineer, L1 role combines customer interaction, technical investigation, troubleshooting, and operational ownership within a fast-paced SaaS support environment. Candidates will handle inbound support tickets, resolve standard product issues independently, and escalate complex problems with proper technical context and diagnostics. The role requires working with REST APIs, browser developer tools, logs, SQL queries, and AI-powered troubleshooting workflows to investigate issues efficiently. Engineers will also contribute to maintaining knowledge base documentation, improving ticket workflows, and ensuring SLA compliance across global support operations. This opportunity offers strong exposure to enterprise support systems, developer tools, API troubleshooting, and customer success operations.

Working at HackerRank provides a strong technical learning environment where support engineers are encouraged to develop problem-solving abilities, technical depth, and communication expertise while supporting innovative developer-focused products. The company values ownership, curiosity, accountability, and continuous learning, making this role highly suitable for candidates seeking long-term careers in technical support engineering, SaaS operations, developer platforms, cloud support, or software engineering. Engineers who demonstrate strong troubleshooting capabilities and operational excellence can progress toward advanced technical support and engineering roles within the organization. The role also offers exposure to AI-assisted workflows, modern ticketing systems, and global customer support processes operating in rotational shifts.

Roles & Responsibilities

1. Manage and respond to inbound customer support tickets while ensuring SLA compliance and maintaining high-quality customer interactions.
2. Troubleshoot product usage issues, configuration problems, and standard technical queries independently using analytical and problem-solving skills.
3. Escalate complex issues to advanced technical teams with complete troubleshooting context, reproduction steps, logs, and technical findings.
4. Monitor support queues actively during shifts and proactively identify tickets at risk of SLA breaches or delayed resolutions.
5. Maintain ticket hygiene by applying accurate tags, detailed closure notes, proper documentation, and organized issue tracking practices.
6. Use AI-powered tools and troubleshooting resources to accelerate issue investigation, improve response quality, and optimize support workflows.
7. Analyze browser developer tools, logs, error messages, and API responses to identify root causes of technical issues.
8. Work with REST APIs, HTTP methods, status codes, and request-response analysis to support customer troubleshooting activities.
9. Contribute to internal and external knowledge base documentation to improve support efficiency and reduce repetitive issues.
10. Collaborate with technical teams, product specialists, and engineering stakeholders to resolve customer concerns effectively.
11. Participate in rotational shift schedules including mornings, evenings, weekends, and global customer support coverage operations.
12. Continuously improve technical expertise, communication skills, troubleshooting methodologies, and customer support best practices.

Requirements & Eligibility

1. Bachelor’s degree in Computer Science, Information Technology, Engineering, or related technical disciplines from a recognized institution.
2. 0–3 years of experience in technical support, SaaS support, customer-facing technical roles, or related IT support environments.
3. Strong understanding of REST APIs including HTTP methods, status codes, API request-response structures, and troubleshooting workflows.
4. Ability to read and interpret logs, browser developer tools, console outputs, and error messages for issue analysis and debugging.
5. Basic knowledge of SQL queries and database concepts sufficient for understanding or validating simple technical investigations.
6. Familiarity with AI tools and willingness to use AI-assisted troubleshooting approaches to improve productivity and support efficiency.
7. Excellent written communication skills in English with the ability to communicate technical information clearly and professionally.
8. Strong customer service mindset with ability to remain calm, empathetic, and solution-oriented during difficult customer interactions.
9. Understanding of SLA management, ticket prioritization, severity handling, and proactive support operations within technical environments.
10. Familiarity with ticketing systems such as Zendesk, Freshdesk, Pylon, or similar support management platforms will be beneficial.
11. Exposure to Postman or API testing tools, SaaS applications, developer platforms, or HR technology ecosystems will be advantageous.
12. Strong curiosity, ownership mindset, analytical thinking, and eagerness to build a long-term career in technical support engineering.

Expected Salary

The expected salary for the Technical Support Engineer, L1 role at HackerRank generally ranges between ₹6 LPA to ₹12 LPA depending on technical expertise, communication abilities, troubleshooting skills, API knowledge, and prior support experience. Candidates with strong SaaS support exposure, SQL knowledge, API debugging skills, or developer tool familiarity may receive higher compensation packages.

In addition to the base salary, employees may receive benefits such as learning and development programs, flexible work opportunities, health and wellness support, exposure to global technology products, career progression opportunities, and continuous technical growth within HackerRank’s engineering and support ecosystem.

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