HackerRank
About this role
This is HackerRank's Customer Experience Engineer, L2 seat, the level above first response, and it is a proper technical escalation role. You own complex customer escalations from first investigation to final resolution: debugging platform, API and integration failures systematically, resolving most of them before they ever reach engineering, and collaborating with engineering on confirmed bugs with structured, reproducible reports. You also lead incident response for high severity issues and own the customer facing root cause analyses. It sits at the intersection of real technical depth and customer experience, and it runs on a rotational on call that can include occasional late night or weekend coverage for global customers. Hybrid in Bangalore. Good fit for someone with a few years of B2B SaaS support who traces failures to root cause, writes their own SQL, and wants to own outcomes rather than just close tickets.
Who this is for
What the posting asks for:
- 2 to 7 years in technical support or product support for a B2B SaaS platform.
- Strong debugging instincts across web applications, REST APIs and third party integrations, tracing failures to root cause rather than the surface error.
- Solid SQL: you write your own queries to investigate data issues and validate behaviour.
- Working knowledge of SSO, SAML and OAuth flows.
The day to day: you own complex escalations end to end, debug platform, API and integration failures, collaborate with engineering on confirmed bugs, lead incident management and customer facing RCAs for high severity issues, manage many open tickets without losing SLA, and turn recurring patterns into runbooks.
Location and hours: hybrid in Bangalore, with a rotational on call that can include occasional late night or weekend coverage.
Honest read: a mid level, customer facing technical role with real debugging depth, one of the customer success and support seats readers asked for. It is support engineering, not product development, and it carries on call, so weigh both against what you want.
- 2 to 7 years in technical support or product support for a B2B SaaS platform.
- Strong debugging instincts across web applications, REST APIs and third party integrations, tracing failures to root cause rather than the surface error.
- Solid SQL: you write your own queries to investigate data issues and validate behaviour.
- Working knowledge of SSO, SAML and OAuth flows.
The day to day: you own complex escalations end to end, debug platform, API and integration failures, collaborate with engineering on confirmed bugs, lead incident management and customer facing RCAs for high severity issues, manage many open tickets without losing SLA, and turn recurring patterns into runbooks.
Location and hours: hybrid in Bangalore, with a rotational on call that can include occasional late night or weekend coverage.
Honest read: a mid level, customer facing technical role with real debugging depth, one of the customer success and support seats readers asked for. It is support engineering, not product development, and it carries on call, so weigh both against what you want.
Apply on company site
Opens job-boards.greenhouse.io, the employer's own application page. Applying is always free.