Customer Experience Engineer

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.