Customer Experience Engineer, L2
Position Summary & Responsibilities
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 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.
What you’ll do
- 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 reli
Key Role Competencies & Evaluation Highlights
Evaluators heavily test your technical depth, data-driven approach to developer productivity, and ability to scale enterprise-grade SaaS ecosystems.
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