Customer Experience Engineer

Hackerrank; Santa Clara (CA); On-site; USD 140,000 - 180,000; Full time

Benefits offered by this job

MacBook Pro provided

L&D course funding

Mental health resources

Employee stock options

Remote work programs

Annual PTO

Home office stipend

Job summary

Hackerrank seeks a Customer Experience Engineer to lead complex technical customer problems from investigation to resolution. You’ll design cross-team solutions, build automation, and guide customers through high-severity incidents.

You’ll work with Python and APIs to diagnose issues, partner with Engineering and Product, and drive actions that prevent recurrence across a global customer base.

Qualifications

• 3–7 years of experience in technical support, product support, solutions engineering, implementation, cloud support, software engineering, SDET, or a similar customer-facing technical role.

Responsibilities

• Lead technical customer calls and escalations with clear plans and updates.
• Investigate authentication and integration failures across systems using logs and monitoring.
• Build scripts, automations, and tooling to reduce repeat issues and improve workflows.
• Contribute to AI agent/workflow improvements and validate accuracy and safety.
• Collaborate across Engineering, Product, and GTM to resolve high-severity incidents.
• Mentor CXE 1 engineers through pairing, reviews, and case debriefs.

Skills

Problem solving

Communication

Cross-functional collaboration

Customer empathy

AI workflow usage

Tools

Python

APIs

SaaS integrations

Logs & monitoring

Job description

• Customer Experience Engineering is where customers, product, and engineering meet. As a CXE 2, you’ll lead complex technical problems and high-stakes customer situations from investigation through resolution and prevention. You’ll combine technical depth with the judgment and communication needed to guide customers when the answer is not yet clear
• CXE works from one shared queue. You’ll 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. You’ll also turn what you learn into solutions, tools, and AI-enabled workflows that reduce repeat problems
• Own complex, ambiguous, enterprise, and escalated customer problems through investigation, resolution, communication, and closure
• Come prepared to lead technical customer calls and escalations. Understand the account and issue history, ask precise questions, explain what is known and unknown, and give customers a clear plan and next update
• Investigate unfamiliar issues across web applications, APIs, integrations, authentication, data, and code paths. Use logs, audit trails, session data, and monitoring tools to reconstruct what happened, test hypotheses, and identify a path to resolution when no playbook exists
• Build scripts, integrations, automations, tooling, and other technical solutions for customer and team needs. Contribute code fixes where appropriate through Engineering review
• Build and improve AI agents and workflows. Evaluate their accuracy and reliability, strengthen the context and safeguards they depend on, and measure whether they reduce customer effort or repeat work
• Lead CXE’s technical and customer response during high-severity incidents. Help drive containment, engage the right on-call teams, provide timely updates, contribute to customer-facing RCAs, and follow corrective actions through to completion
• Partner with account teams to understand strategic customers, spot recurring friction or emerging risks, and address problems before they become escalations
• Manage concurrent priorities while protecting shared queue health, service levels, and communication quality across shifts and regions
• Turn patterns from customer issues into adopted runbooks, onboarding improvements, automation, product feedback, or Engineering action that reduces recurrence. Mentor CXE 1 engineers through pairing, reviews, and case debriefs
• Participate in rotational shifts and on-call coverage, including occasional evenings or weekends, to support global customer needs

Benefits

• Every HackerRanker gets a MacBook Pro, monitor, mouse, and keyboard
• We invest in your professional development and provide annual funding for L&D courses
• Your well-being is our top priority. We offer access to numerous mental health resources throughout the year
• Bring your besties to HackerRank – and get paid when they join the team
• We offer comprehensive health plans and cover 100% of premiums for some plans
• You have the chance to share ownership of the company with employee stock options
• Wherever you’re located, we have programs to help you prepare for retirement
• We offer special benefits to ensure you’re engaged and set up for success while working remotely
• Need a new office chair? We offer a monthly stipend to support the tech setup of your choice
• We offer generous PTO plans for you to rest or treat yourself to the vacation of your dreams
• Work from home, the beach, or wherever you’re most productive as long as your tasks get done
• Enjoy company-wide days off and Limited Meeting Fridays to relax and recharge

Responsibilities and Qualifications

• 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 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 have hands-on experience using AI to investigate, build, and improve workflows, and you test its output before relying on it
• You are open to rotational shifts and occasional on-call coverage across a global customer base
• 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
• 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