Customer Experience Engineer, L1

About the role

Customer Experience Engineer, L1 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. About the role Customer Experience Engineering is where customers, product, and engineering meet. As a CXE 1, you’ll investigate real technical problems across our platform, APIs, integrations, data, and customer workflows. You’ll learn to trace issues to root cause, communicate clearly with customers and internal teams, and build the judgment to own increasingly complex work independently. This is not a traditional support role built around scripts and handoffs. You’ll work in one shared CXE queue, use AI as part of your everyday engineering toolkit, and contribute to the knowledge, automation, and product improvements that prevent repeat problems. CXE 1 is designed as a transition into CXE 2 as your depth, independence, and customer readiness become consistently visible. What you will do - Own standard and moderately complex customer issues from first investigation through resolution and closure. - Debug web application, API, integration, authentication, configuration, and data issues using logs, developer tools, SQL, and established investigation patterns. - Communicate clearly and empathetically across tickets, calls, incidents, and internal channels; ask precise questions, set expectations, and close every loop. - Work with CXE 2 engineers on complex, high-risk, or enterprise cases, taking on greater ownership as your readiness grows. - Create structured escalation reports for confirmed product issues and stay accountable for progress and customer closure when Engineering is involved. - Use AI tools safely to accelerate investigation, validate hypotheses, improve responses, correct support-agent outputs, and strengthen team knowledge. - Turn learning from customer issues into better documentation, runbooks, product feedback, and small automation or tooling improvements. - Protect shared queue health by prioritising accurately, meeting service levels, documenting work cleanly, and helping rebalance work across shifts. - Participate in rotational shifts and on-call coverage, including occasional evenings or weekends, to support global customer needs. Who you are - A recent graduate or early-career engineer with up to 3 years of relevant experience. Strong freshers are encouraged to apply. - Strong programming fundamentals and comfort reading code; experience with Python, JavaScript, Java, or a similar language. - Familiarity with REST APIs, HTTP, web applications, and how software systems communicate. - Working knowledge of SQL and an interest in using data to investigate and validate behaviour. - Curious and systematic: you want to understand why something failed, not just make the error disappear. - Clear written and verbal communicator who can explain technical ideas in plain language to customers and engineers. - Comfortable asking for review when risk or uncertainty is high, then applying the feedback quickly. - Open to rotational shifts and occasional on-call coverage across a global customer base. Even better if you have - Built a project, script, bot, or automation that solved a real problem. - Worked with logs, observability tools, cloud platforms, SSO/SAML/OAuth, or third-party integrations. - Used AI coding tools such as Claude, Cursor, Copilot, or similar and can explain how you validated their output. - Contributed to an open-source project, hackathon, internship, or production codebase. You will thrive here if - You enjoy ambiguous technical problems and are persistent enough to find the real cause. - You care equally about technical correctness and how the customer experiences the resolution. - You learn fast, seek feedback, and turn new knowledge into repeatable practice. - You solve rather than route and take pride in leaving no loose ends. Want to learn more about HackerRank? Check out HackerRank.com to explore our products, solutions and resources, and dive into our story and mission here. HackerRank is a proud equal employment opportunity and affirmative action employer. We provide equal opportunity to everyone for employment based on individual performance and qualification. We never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, marital, veteran, or disability status. All your information will be kept confidential according to EEO guidelines. Linkedin | X | Blog | Instagram | Life@HackerRank Notice to prospective HackerRank job applicants: - Our Recruiters use @hackerrank.com email addresses. - We never ask for payment or credit check information to apply, interview, or work here. Hybrid in Bangalore, India

Key responsibilities

• check_circleCollaborate with the team on day-to-day project tasks
• check_circleLearn tools and processes used by the organization
• check_circleDocument work and participate in team meetings
• check_circleSupport quality checks and continuous improvement

Requirements

• check_circleOwn standard and moderately complex customer issues from first investigation through resolution and closure.
• check_circleDebug web application, API, integration, authentication, configuration, and data issues using logs, developer tools, SQL, and established investigation patterns.
• check_circleCommunicate clearly and empathetically across tickets, calls, incidents, and internal channels; ask precise questions, set expectations, and close every loop.
• check_circleWork with CXE 2 engineers on complex, high-risk, or enterprise cases, taking on greater ownership as your readiness grows.
• check_circleCreate structured escalation reports for confirmed product issues and stay accountable for progress and customer closure when Engineering is involved.
• check_circleUse AI tools safely to accelerate investigation, validate hypotheses, improve responses, correct support-agent outputs, and strengthen team knowledge.
• check_circleTurn learning from customer issues into better documentation, runbooks, product feedback, and small automation or tooling improvements.
• check_circleProtect shared queue health by prioritising accurately, meeting service levels, documenting work cleanly, and helping rebalance work across shifts.
• check_circleParticipate in rotational shifts and on-call coverage, including occasional evenings or weekends, to support global customer needs.
• check_circleA recent graduate or early-career engineer with up to 3 years of relevant experience. Strong freshers are encouraged to apply.
• check_circleStrong programming fundamentals and comfort reading code; experience with Python, JavaScript, Java, or a similar language.
• check_circleFamiliarity with REST APIs, HTTP, web applications, and how software systems communicate.

Skills & keywords

Benefits & perks

• check_circleMentorship
• check_circleCertificate of completion
• check_circleFlexible work arrangement where applicable