Senior Customer Experience Engineer | AI‑Driven Support

Hackerrank; Santa Clara (CA); On-site; USD 120,000 - 135,000; Full time

Benefits offered by this job

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Benefits package

Job summary

HackerRank is seeking a Customer Experience Engineer (CXE) to lead complex, high-stakes technical problems from investigation through resolution. You will guide customers when the path is unclear, coordinating across engineering and product to deliver durable solutions. Expect rotational shifts and collaboration with global teams.

You will investigate across APIs, web apps, and data paths, build automation, and shape AI-enabled workflows to reduce repeat issues while mentoring junior engineers.

Qualifications

• 3–7 years in technical support or similar customer-facing role.
• Investigate unfamiliar problems using logs, audit trails, and monitoring.
• Write and debug practical code in Python or similar language.
• Lead technical customer calls and escalations with clear plans.
• Communicate credibly and empathetically with different audiences.

Responsibilities

• Own complex customer problems through investigation, resolution, and closure.
• Lead technical calls and escalations; understand history and plan next steps.
• Investigate issues across web apps, APIs, integrations, data paths; reconstruct events.
• Build scripts, integrations, automations, tooling for customers and team.
• Develop AI agents and workflows; assess accuracy and impact.
• Lead high-severity incidents; coordinate with on-call teams and drive RCAs.
• Partner with accounts to manage strategic customers and prevent escalations.
• Manage priorities while protecting queue health and SOA across shifts.

Skills

Technical support

Solutions engineering

Cloud support

Software engineering

SDET

Python scripting

Customer-facing

Technical communication

On-call

Tools

APIs

Logging tools

Monitoring tools

Job description

HackerRank is seeking a Customer Experience Engineer (CXE) to lead complex, high-stakes technical problems from investigation through resolution. You will guide customers when the path is unclear, coordinating across engineering and product to deliver durable solutions. Expect rotational shifts and collaboration with global teams.

You will investigate across APIs, web apps, and data paths, build automation, and shape AI-enabled workflows to reduce repeat issues while mentoring junior engineers.