HackerRank – Customer Experience Engineer, L1

Job Description

HackerRank is looking for a Customer Experience Engineer, L1 to join its growing Customer Experience team in Bangalore. This role serves as the first point of contact for customers using HackerRank's developer assessment and hiring platform. As a Customer Experience Engineer, you will provide timely and effective technical support, resolve product-related issues, troubleshoot customer concerns, and ensure every support request is handled with professionalism and accuracy. Working closely with internal engineering and product teams, you will contribute to delivering exceptional customer satisfaction while maintaining high service standards. This opportunity is ideal for fresh graduates and early-career professionals looking to build a strong technical support career within a globally recognized SaaS company.

In this position, you will play a vital role in maintaining the health of the customer support queue by responding to inbound tickets within defined service level agreements (SLAs), identifying technical issues, gathering relevant troubleshooting information, and escalating complex problems with complete context. The role requires strong analytical thinking, excellent written communication, and a customer-first mindset. You will also leverage AI-powered tools to investigate issues faster, improve documentation quality, and contribute to an evolving knowledge base that benefits both customers and internal teams. Working in a 24x7 rotational support environment, you will gain exposure to real-world technical problem-solving, SaaS applications, REST APIs, SQL, and modern support engineering practices.

Beyond daily support responsibilities, HackerRank provides a structured career progression for Customer Experience Engineers who demonstrate technical excellence, ownership, and effective communication. As you deepen your understanding of cloud-based platforms, API troubleshooting, browser debugging, ticket management, and customer success operations, you will have the opportunity to advance into higher engineering roles. This position offers an excellent foundation for professionals aspiring to build long-term careers in technical support engineering, customer success, developer tools, or SaaS technology. If you enjoy solving problems, collaborating with global teams, and making a meaningful impact on customer experience, this role provides an ideal environment for continuous learning and professional growth.

Roles & Responsibilities

• Respond promptly to all incoming customer support tickets while ensuring every request receives an initial response within the organization's defined Service Level Agreement (SLA). Prioritize customer satisfaction by maintaining professionalism and accuracy.
• Troubleshoot product usage questions, account configurations, technical issues, and platform-related concerns independently whenever possible. Deliver effective solutions that minimize customer downtime and improve overall user experience.
• Investigate complex technical problems by collecting reproduction steps, browser logs, screenshots, API responses, and other relevant diagnostic information before escalating issues to higher-level engineering teams.
• Continuously monitor the customer support queue during assigned shifts, proactively identifying tickets approaching SLA deadlines and ensuring no customer request remains unattended or delayed.
• Maintain excellent ticket hygiene by applying accurate labels, documenting troubleshooting steps, updating ticket statuses regularly, and writing comprehensive closure notes for future reference and reporting.
• Utilize AI-powered support tools and internal documentation to accelerate investigations, identify similar historical issues, improve troubleshooting efficiency, and enhance overall support productivity.
• Contribute to the organization's internal knowledge base by documenting recurring issues, creating troubleshooting guides, and sharing technical learnings that help improve team efficiency and customer self-service.
• Collaborate closely with Customer Experience Engineers, Product Managers, Engineering teams, and other cross-functional stakeholders to resolve customer issues efficiently while maintaining clear communication throughout the resolution process.
• Participate in a 24x7 rotational support schedule, including morning, evening, weekend, and holiday shifts, while consistently delivering high-quality customer support across global regions.
• Demonstrate ownership, accountability, empathy, and professionalism in every customer interaction, ensuring each support experience strengthens customer confidence in HackerRank's products and services.

Requirements & Eligibility

• Bachelor's degree in Computer Science, Information Technology, Software Engineering, or a related technical discipline. Candidates from equivalent educational backgrounds with strong technical aptitude are also encouraged to apply.
• Zero to three years of experience in technical support, customer success, helpdesk operations, SaaS support, or any customer-facing technical role. Exceptional fresh graduates with practical technical skills are welcome.
• Good understanding of REST APIs, including HTTP methods, request-response cycles, authentication basics, and common HTTP status codes used for troubleshooting application issues.
• Working knowledge of SQL with the ability to understand database concepts, execute simple queries, interpret query results, and support basic data validation activities.
• Ability to analyze browser developer tools, application logs, console errors, and debugging information to identify potential root causes before escalating technical issues.
• Strong written communication skills in English with the ability to explain technical concepts clearly, professionally, and empathetically to customers from diverse backgrounds.
• Understanding of ticket prioritization, incident severity levels, and Service Level Agreements (SLAs), along with the ability to proactively manage workload to prevent SLA breaches.
• Familiarity with customer support platforms such as Zendesk, Freshdesk, Pylon, or similar ticket management systems is highly desirable. Experience with Postman or comparable API testing tools will be an added advantage.
• Demonstrated curiosity, ownership mindset, problem-solving ability, and willingness to continuously learn new technologies, developer tools, cloud platforms, and AI-assisted troubleshooting techniques.
• Candidates who have built personal coding projects, automation scripts, developer utilities, or participated in open-source initiatives will stand out, as these experiences demonstrate practical technical capability and initiative.

Expected Salary

The estimated salary for a Customer Experience Engineer, L1 at HackerRank in Bangalore generally ranges between ₹5.5 LPA and ₹9 LPA, depending on educational background, technical expertise, internship experience, communication skills, and overall interview performance. Candidates with hands-on experience in SaaS support, API troubleshooting, SQL, automation, or customer success may receive compensation toward the higher end of the range. In addition to the base salary, employees may also receive performance-based incentives, health benefits, learning opportunities, and long-term career growth within the organization.

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