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Salary: USD 120,000 - 135,000 / annual
HackerRank is a skills-based hiring platform trusted by over 2,500 companies including NVIDIA, Amazon, and Microsoft. The company helps organizations identify and invest in next-generation technical talent in an era where humans and AI collaborate.
As a Customer Experience Engineer L2, you will lead complex, high-stakes technical customer problems from investigation through resolution and prevention. You'll work from a shared queue, taking ownership of escalated and enterprise issues that require deeper investigation, solution design, or cross-team coordination. This is a hybrid role based in Santa Clara, CA, with rotational shifts and occasional on-call coverage to support global customers.
Key responsibilities include:
- Own complex, ambiguous, and escalated customer problems through investigation, resolution, communication, and closure
- Lead technical customer calls and escalations with thorough preparation, clear communication, and credible guidance even when answers are uncertain
- Investigate unfamiliar technical issues across web applications, APIs, integrations, authentication, data, and code paths using logs, audit trails, session data, and monitoring tools
- Build scripts, integrations, automations, and tooling for customer and team needs; contribute code fixes through Engineering review
- Build and improve AI agents and workflows, evaluating their accuracy and reliability while measuring impact on customer effort
- Lead CXE's technical and customer response during high-severity incidents, driving containment and customer-facing RCAs
- Partner with account teams to understand strategic customers and address problems proactively
- Manage concurrent priorities while protecting shared queue health, service levels, and communication quality across shifts and regions
- Turn patterns from customer issues into runbooks, onboarding improvements, automation, and product feedback that reduces recurrence
- Mentor CXE 1 engineers through pairing, reviews, and case debriefs
You will thrive in this role if you enjoy getting to the bottom of customer problems, can remain calm and credible under pressure, move comfortably between debugging and building, see patterns across cases, and help others grow through coaching and systems you leave behind.
REQUIREMENTS:
- 3 to 7 years of experience in technical support, product support, solutions engineering, implementation, cloud support, software engineering, SDET, or similar customer-facing technical role
- Ability to independently investigate unfamiliar technical problems using API and application logs, audit trails, monitoring, session data, and other tools
- Skill in isolating likely causes across web applications, APIs, integrations, and customer workflows with clear evidence-based explanations
- Ability to reconcile conflicting evidence, validate findings, and diagnose authentication and integration failures across systems
- Practical coding ability in Python or similar language; can read unfamiliar code and build scripts or automations others can use
- Ready to lead difficult customer conversations with technical credibility, empathy, and clear communication
- Sound decision-making under pressure: assessing impact, prioritizing work, engaging the right people, and keeping investigations moving
- Ownership mindset and ability to work effectively across Engineering, Product, and GTM teams
- Hands-on experience using AI to investigate, build, and improve workflows, with testing discipline
- Openness to rotational shifts and occasional on-call coverage across global customer base
PREFERRED:
- Experience debugging ATS, HR-tech, developer-tooling, or other complex B2B SaaS integrations
- Track record building and maintaining customer solutions, internal tools, agents, or automations with measurable impact
- Experience evaluating AI agents or workflows for accuracy, reliability, and safety, then improving them based on real use
- Contributions to production codebases in support, solutions, tooling, or software engineering contexts
- Direct work with strategic enterprise customers on technical solutions or proactive risk reduction
