HackerRank helps organizations such as NVIDIA, Amazon, and Microsoft recruit and develop software professionals based on their technical skills rather than traditional credentials. Its platform is used by more than 2,500 companies to build engineering teams prepared for changing technology needs.
As software development increasingly involves collaboration between people and AI, HackerRank focuses on helping companies identify and develop the technical capabilities required for this changing environment.
The company emphasizes attention to detail, customer impact, fast execution, and high standards in its work.
About the Role
The Customer Experience Engineering team works at the intersection of customers, product development, and engineering. As a Customer Experience Engineer 1 (CXE 1), the role involves investigating technical issues across HackerRank’s platform, APIs, integrations, data, and customer workflows.
Rather than following scripted support processes, engineers in this position investigate problems, identify their underlying causes, communicate findings clearly, and gradually take responsibility for more complex cases. The team operates through a shared CXE queue and uses AI tools as part of its engineering workflow.
The position also contributes to documentation, automation, product feedback, and other improvements that can help prevent recurring customer issues. CXE 1 is structured as a progression toward CXE 2 as an engineer demonstrates greater technical depth, independence, and customer readiness.
Key Responsibilities
The selected engineer will be responsible for:
- Handling standard and moderately complex customer issues from the initial investigation through resolution and closure.
- Troubleshooting web applications, APIs, integrations, authentication, configuration, and data-related problems using logs, developer tools, SQL, and established troubleshooting methods.
- Communicating with customers and internal teams through tickets, calls, incidents, and internal communication channels while asking relevant questions and keeping expectations clear.
- Working alongside CXE 2 engineers on complex, high-risk, or enterprise-level cases and gradually taking greater ownership as experience develops.
- Preparing structured escalation reports when a confirmed product issue requires Engineering involvement and continuing to track the issue through customer closure.
- Using AI tools responsibly to speed up investigations, test technical hypotheses, improve responses, identify errors in support outputs, and expand team knowledge.
- Converting lessons from customer issues into improved documentation, runbooks, product feedback, and small automation or tooling enhancements.
- Helping maintain the health of the shared support queue through accurate prioritization, service-level adherence, clear documentation, and workload balancing across shifts.
- Participating in rotational shifts and on-call coverage, which may occasionally include evenings or weekends to support customers globally.
Eligibility and Required Skills
This position is suitable for recent graduates and early-career engineers with up to 3 years of relevant experience. Strong freshers are also encouraged to apply.
Candidates should have:
- Strong programming fundamentals and the ability to read and understand code.
- Experience with Python, JavaScript, Java, or a similar programming language.
- Familiarity with REST APIs, HTTP, web applications, and communication between software systems.
- Working knowledge of SQL and an interest in using data to investigate and confirm software behaviour.
- A systematic approach to troubleshooting, with an interest in finding the underlying reason behind a technical failure.
- Good written and verbal communication skills, including the ability to explain technical concepts clearly to customers and engineering teams.
- The willingness to seek reviews when a situation involves significant risk or uncertainty and apply feedback effectively.
- Flexibility to work rotational shifts and occasional on-call schedules for a global customer base.
Additional Skills That Can Help
Experience with any of the following can be an advantage:
- Building a project, script, bot, or automation that addresses a practical problem.
- Working with application logs, observability platforms, cloud services, SSO/SAML/OAuth, or third-party integrations.
- Using AI-assisted development tools such as Claude, Cursor, Copilot, or similar products, along with the ability to explain how their generated output was reviewed or validated.
- Participation in open-source projects, hackathons, internships, or production software development.
What the Role Involves Day to Day
The role requires persistence when dealing with unclear or difficult technical problems. Engineers are expected to investigate beyond the immediate error and work toward identifying the actual cause.
Customer experience is also an important part of the work. Technical solutions need to be communicated clearly, with attention to how customers experience the investigation and resolution process.
The position also involves continuous learning, feedback, and turning new knowledge into repeatable approaches. Engineers are encouraged to resolve problems rather than simply redirecting them and to ensure that customer issues are followed through without unresolved loose ends.
How to Apply?
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