Customer Experience Engineer, L2

About the role

Customer Experience Engineer, L2 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 2, you’ll be trusted to lead complex, ambiguous, high-risk, and enterprise customer problems end to end. You’ll design investigations where no playbook exists, connect behaviour across systems, make sound decisions under pressure, and hold the thread across customers, Engineering, Product, and GTM until the outcome is complete. This is not a traditional Support role. CXE 2s do not wait for ‘level-appropriate’ tickets or hand work away after identifying a bug. You’ll share responsibility for one CXE queue, lead the situations where experience matters most, and convert recurring problems into tooling, AI-enabled workflows, product action, and prevention. What you will do - Lead complex, ambiguous, enterprise, solution-led, and escalated customer issues from investigation through resolution and trust-restoring closure. - Design and execute investigations across web applications, APIs, integrations, authentication, data, logs, configurations, and system behaviour, even when no playbook exists. - Resolve the majority of technical issues independently and engage Engineering only with clear evidence, reproduction steps, impact, and a strong technical hypothesis. - Lead high-severity incident response and customer-facing RCAs, driving containment, stakeholder alignment, proactive communication, corrective action, and follow-through. - Manage multiple concurrent priorities while protecting the health of the shared queue, service levels, and communication quality across shifts and regions. - Use AI and coding tools to accelerate debugging, analyse patterns, build or maintain reliable agents and automations, and contribute lightweight code or tooling fixes. - Turn recurring issues into adopted runbooks, onboarding improvements, evaluation loops, automation, product feedback, or Engineering action that reduces repeat work. - Mentor CXE 1 engineers through pairing, reviews, and case debriefs; raise the team’s judgment without taking ownership away from them. - Partner confidently with Engineering, Product, Customer Success, and Account teams, making important calls and keeping accountability clear during pressure. - Participate in rotational shifts and on-call coverage, including occasional evenings or weekends, to support global customer needs. Who you are - 3 to 7 years of experience in technical support, product support, solutions engineering, implementation, cloud support, software engineering, SDET, or a similar customer-facing technical role. - Strong debugging depth across web applications, REST APIs, distributed integrations, logs, configurations, and customer workflows. - Solid SQL skills and the ability to independently investigate data issues and validate platform behaviour. - Working knowledge of SSO, SAML, OAuth, and common identity or integration failure modes. - Hands-on coding ability in Python or a similar language; comfortable reading production code and creating scripts, automations, or lightweight fixes. - Proven judgment in ambiguous or high-pressure situations, including prioritisation, incident response, and deciding when and how to involve other teams. - Clear, precise, and empathetic communicator who can lead difficult calls, executive-visible updates, and multi-stakeholder customer moments. - Strong ownership: you drive outcomes without being chased and remain accountable even when work crosses team boundaries. - Open to rotational shifts and occasional on-call coverage across a global customer base. Even better if you have - Debugged ATS, HR-tech, developer-tooling, or other complex B2B SaaS integrations. - Built production-quality internal tools, agents, or automations with measurable impact. - Used AI coding tools such as Claude, Cursor, Copilot, or similar to debug, evaluate, automate, or build. - Contributed fixes or improvements to a production codebase in a support, tooling, solutions, or software engineering context. You will thrive here if - You solve problems rather than route them and own outcomes rather than activity. - You are calm under pressure and can turn a difficult customer moment into trust. - You connect individual issues to broader product, reliability, and business context. - You treat AI as a capability multiplier and care about making its output reliable, safe, and reusable. - You raise the bar for the team through judgment, coaching, and systems that outlast the individual ticket. 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...

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_circleLead complex, ambiguous, enterprise, solution-led, and escalated customer issues from investigation through resolution and trust-restoring closure.
• check_circleDesign and execute investigations across web applications, APIs, integrations, authentication, data, logs, configurations, and system behaviour, even when no playbook exists.
• check_circleResolve the majority of technical issues independently and engage Engineering only with clear evidence, reproduction steps, impact, and a strong technical hypothesis.
• check_circleLead high-severity incident response and customer-facing RCAs, driving containment, stakeholder alignment, proactive communication, corrective action, and follow-through.
• check_circleManage multiple concurrent priorities while protecting the health of the shared queue, service levels, and communication quality across shifts and regions.
• check_circleUse AI and coding tools to accelerate debugging, analyse patterns, build or maintain reliable agents and automations, and contribute lightweight code or tooling fixes.
• check_circleTurn recurring issues into adopted runbooks, onboarding improvements, evaluation loops, automation, product feedback, or Engineering action that reduces repeat work.
• check_circleMentor CXE 1 engineers through pairing, reviews, and case debriefs; raise the team’s judgment without taking ownership away from them.
• check_circlePartner confidently with Engineering, Product, Customer Success, and Account teams, making important calls and keeping accountability clear during pressure.
• check_circleParticipate in rotational shifts and on-call coverage, including occasional evenings or weekends, to support global customer needs.
• check_circle3 to 7 years of experience in technical support, product support, solutions engineering, implementation, cloud support, software engineering, SDET, or a similar customer-facing technical role.
• check_circleStrong debugging depth across web applications, REST APIs, distributed integrations, logs, configurations, and customer workflows.

Skills & keywords

Benefits & perks

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