Customer Experience Engineer, L1
HackerRank
Hybrid in Bangalore, IndiahybridPosted 1 month ago
Skill Required
Go To MarketObservabilityJavaScriptPythonOAuthJavaIAMSQL
Key highlights
- Up to 3 years of relevant experience required (recent graduates/early-career engineers welcome; strong freshers encouraged to apply)
- Not a traditional support role — emphasizes root-cause investigation, ownership, and use of AI in the engineering toolkit
- Rotational shifts and occasional on-call coverage including evenings or weekends required for global customer support
- Clear growth path: CXE 1 is designed as a transition into CXE 2 as depth and independence grow
- Equal employment opportunity employer; applications never require payment or credit check information
Role overview
Customer Experience Engineering (CXE) at HackerRank is where customers, product, and engineering meet. As a CXE 1, the role investigates real technical problems across the platform, APIs, integrations, data, and customer workflows — learning to trace issues to root cause, communicate clearly, and build the judgment to own increasingly complex work independently. It is not a traditional support role built around scripts and handoffs; instead, the position works in a shared CXE queue, uses AI as part of the everyday engineering toolkit, and contributes to knowledge, automation, and product improvements that prevent repeat problems, with CXE 1 designed as a transition into CXE 2.
Responsibilities
- 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.
- Participate in rotational shifts and on-call coverage, including occasional evenings or weekends, to support global customer needs.
Requirements
- A recent graduate or early-career engineer with up to 3 years of relevant experience; strong freshers are encouraged to apply.
- Strong programming fundamentals and comfort reading code; experience with Python, JavaScript, Java, or a similar language.
- Familiarity with REST APIs, HTTP, web applications, and how software systems communicate.
- Working knowledge of SQL and an interest in using data to investigate and validate behaviour.
- Curious and systematic: you want to understand why something failed, not just make the error disappear.
- Clear written and verbal communicator who can explain technical ideas in plain language to customers and engineers.
- Comfortable asking for review when risk or uncertainty is high, then applying the feedback quickly.
- Open to rotational shifts and occasional on-call coverage across a global customer base.
Nice to have
- Built a project, script, bot, or automation that solved a real problem.
- Worked with logs, observability tools, cloud platforms, SSO/SAML/OAuth, or third-party integrations.
- Used AI coding tools such as Claude, Cursor, Copilot, or similar and can explain how you validated their output.
- Contributed to an open-source project, hackathon, internship, or production codebase.
- Enjoy ambiguous technical problems and are persistent enough to find the real cause.
- Care equally about technical correctness and how the customer experiences the resolution.
- Learn fast, seek feedback, and turn new knowledge into repeatable practice.
- Solve rather than route and take pride in leaving no loose ends.
Additional details
- HackerRank helps companies like NVIDIA, Amazon, and Microsoft hire and upskill the next generation of developers based on skills, not pedigree.
- The 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, and HackerRank gives 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 customers can be wildly successful with products they genuinely love to use; the team moves with urgency and believes great outcomes come from high standards.
- This is not a traditional support role built around scripts and handoffs; CXE 1 is designed as a transition into CXE 2 as depth, independence, and customer readiness become consistently visible.
- Want to learn more about HackerRank? Check out HackerRank.com to explore their products, solutions and resources, and dive into their story and mission.
- HackerRank is a proud equal employment opportunity and affirmative action employer. They provide equal opportunity to everyone for employment based on individual performance and qualification, and never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, marital, veteran, or disability status. All information will be kept confidential according to EEO guidelines.
- Recruiters use @hackerrank.com email addresses.
- HackerRank never asks for payment or credit check information to apply, interview, or work here.