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HackerRank is seeking a Customer Experience Engineer, L2 to lead complex, enterprise-scale customer issues end-to-end. This is a senior technical support role where you'll investigate ambiguous, high-risk problems across web applications, APIs, integrations, authentication, and system behavior—often without existing playbooks.
You will own a shared CXE queue and take point on situations where experience matters most. Responsibilities include designing investigations across distributed systems, resolving technical issues independently with strong hypotheses before escalating to Engineering, leading high-severity incident response and RCAs, and managing multiple concurrent priorities while maintaining service levels across shifts and regions.
A key part of the role is converting recurring problems into lasting solutions: runbooks, automation, AI-enabled workflows, product improvements, and Engineering action that prevents repeat work. You'll mentor junior CXE 1 engineers through pairing and case debriefs, partner confidently with Engineering, Product, Customer Success, and Account teams during pressure situations, and participate in rotational on-call coverage including occasional evenings and weekends.
You'll use AI and coding tools to accelerate debugging, analyze patterns, build reliable automations, and contribute lightweight code or tooling fixes. The role demands strong ownership: you drive outcomes without being chased and remain accountable even when work crosses team boundaries.
Required: 3–7 years in technical support, product support, solutions engineering, implementation, cloud support, software engineering, SDET, or similar customer-facing technical roles. Strong debugging depth across web applications, REST APIs, distributed integrations, logs, and configurations. Solid SQL skills for independent data investigation. Working knowledge of SSO, SAML, OAuth, and identity/integration failure modes. Hands-on coding ability in Python or similar; comfortable reading production code and creating scripts and automations. Proven judgment in ambiguous or high-pressure situations, clear and empathetic communication, and strong ownership mentality.
Preferred: experience debugging ATS, HR-tech, developer-tooling, or complex B2B SaaS integrations; building production-quality internal tools or automations with measurable impact; using AI coding tools like Claude, Cursor, or Copilot; contributing fixes to production codebases in support or engineering contexts.
