HackerRank – Technical Support Engineer L1
Job Description
HackerRank helps companies like NVIDIA, Amazon, and Microsoft hire and upskill the next generation of developers based on skills, not pedigree. Our platform is trusted by over 2,500 of the world’s most innovative companies to build strong engineering teams ready for what’s next.
Software has entered an era where humans and AI build side by side. As this shift accelerates, the definition of strong technical talent is changing. We give companies better ways to identify and invest in next-generation skills.
People at HackerRank care deeply about the impact of their work and sweat the small details so our customers can be wildly successful with products they genuinely love to use. We move with urgency and believe great outcomes come from high standards
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Responsibilities
As a Technical Support Engineer, L1, you are the customer’s first point of contact at HackerRank. You own the first response on every inbound ticket, resolve what you can independently, and escalate what you can’t with full context and accurate triage.
This is also the entry point into a defined engineering progression. TSEs who build strong technical depth and communication discipline have a clear path to the next level. The best TSEs take pride in triage accuracy, queue health, and the quality of every customer interaction, understanding that their work is the foundation everything else depends on.
What You’ll Do
Own first response on all inbound tickets within SLA
Resolve product usage questions, configuration issues, and standard troubleshooting independently, without escalating to the next level.
Triage and escalate issues or complex tickets to TSE 2 with complete context: reproduction steps, relevant logs, and a clear description of what has been tried
Monitor the queue actively during your shift and flag stalled tickets or anything at risk of an SLA breach before it happens
Maintain ticket hygiene end-to-end: accurate tags, complete closure notes, and no tickets left in limbo
Use AI tools actively to resolve tickets faster, identify similar past issues, and document solutions in a way that makes the whole team faster
Contribute to the knowledge base.
Work as part of a team that provides 24×7 global customer coverage. This role operates on a rotational shift schedule covering mornings, evenings, and weekends.
