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.
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.
- 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.
- 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 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.
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- Our Recruiters use @hackerrank.com email addresses.
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Skills Required
- 3+ years in a technical role centered around software development
- 2+ years in a technical customer-facing role
- Solid understanding of enterprise IT concepts including SSO, SAML, authentication protocols
- Experience architecting solutions via AWS/GCP and debugging cloud issues
- Experience with REST, GraphQL, SOAP APIs, and Postman
- Ability to read/write code or scripts in Python or Ruby
- Strong SQL skills in Postgres, MySQL, and NoSQL
- Experience scripting and building automations
HackerRank Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about HackerRank and has not been reviewed or approved by HackerRank.
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Fair & Transparent Compensation — Pay is considered competitive for many U.S. roles, with engineering and sales ranges aligning to market snapshots for base and total compensation. Overall sentiment positions compensation as above average relative to other categories.
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Healthcare Strength — Core coverage includes medical, dental, vision, mental-health/EAP, and life and disability insurance. Healthcare elements are consistently highlighted as solid within the package.
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Flexible Benefits — Flexible PTO, remote-work support, and home-office stipends are offered alongside equity and an annual learning budget. Flexibility in where and how work happens is emphasized across materials.
HackerRank Insights
What We Do
HackerRank is a technology hiring platform that is the standard for assessing developer skills for over 2600 companies around the world. HackerRank helps companies hire skilled developers and innovate faster by enabling tech recruiters and hiring managers to objectively evaluate talent at every stage of the recruiting process.
