Customer Experience Engineer

Join HackerRank as a Customer Experience Engineer, where you'll lead complex technical problems and high-stakes customer situations from investigation through resolution and prevention. You'll work closely with customers, product, and engineering teams, and have the opportunity to make a significant impact on customer satisfaction and product improvement.

Responsibilities

• Lead complex technical problems and high-stakes customer situations from investigation through resolution and prevention.
• Take the lead on problems that require deeper investigation, solution design, or cross-team coordination, while helping the team respond to customer needs across the queue.
• Build scripts, integrations, automations, tooling, and other technical solutions for customer and team needs. Contribute code fixes where appropriate through Engineering review.
• You know how to reconcile conflicting evidence, validate findings, and diagnose authentication and integration failures across systems
• You take ownership without waiting to be chased. You can work effectively across Engineering, Product, and GTM while keeping both technical accountability and the customer’s next steps clear
• You are ready to lead difficult customer conversations. You prepare thoroughly, communicate with technical credibility and empathy, adapt your message to different audiences, and give clear updates even before the root cause is known
• You have hands-on experience using AI to investigate, build, and improve workflows, and you test its output before relying on it
• You can write and debug practical code in Python or a similar language, read unfamiliar code, and build scripts or automations that others can use
• You can independently investigate unfamiliar technical problems using API and application logs, audit trails, monitoring, session data, and other available tools. You can isolate likely causes across web applications, APIs, integrations, and customer workflows, and explain the evidence behind your conclusions
• You use AI and coding tools to extend what you can do and take responsibility for the quality of what you build
• You see patterns across individual cases and turn them into improvements the team adopts
• You help others grow through your judgment, coaching, and the systems you leave behind
• You enjoy getting to the bottom of customer problems and building solutions that prevent them from recurring
• Evaluated AI agents or workflows for accuracy, reliability, and safety, then improved them based on real use

Requirements

• You have 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
• You make sound decisions under pressure: assessing impact, prioritising work, bringing in the right people, and keeping investigations moving
• You are open to rotational shifts and occasional on-call coverage across a global customer base
• Contributed fixes or improvements to a production codebase in a support, solutions, tooling, or software engineering context
• Debugged ATS, HR-tech, developer-tooling, or other complex B2B SaaS integrations
• You can be calm and credible with a customer under pressure while driving a rigorous technical investigation behind the scenes
• You move comfortably between debugging, building, customer communication, and cross-team coordination
• Built and maintained customer solutions, internal tools, agents, or automations that were adopted and had measurable impact
• Worked directly with strategic enterprise customers on technical solutions or proactive risk reduction

Pay

USD 120,000 - 135,000