Customer Experience Engineer, L1

Overview

Customer Experience Engineer (L1) investigates and resolves technical issues across the HackerRank platform, APIs, integrations, data, and customer workflows.

What you'll do

• 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 investigation patterns.
• Communicate clearly with customers and internal teams across tickets, calls, and incidents.
• Create structured escalation reports for confirmed product issues and track progress until engineering closure.
• Use AI tools to accelerate investigation and improve responses and team knowledge.
• Turn learnings into documentation, runbooks, product feedback, and small automation or tooling improvements.
• Maintain shared queue health by prioritizing accurately, meeting service levels, and documenting work.

What you'll need

• A recent graduate or early-career engineer with up to 3 years of relevant experience.
• Strong programming fundamentals and comfort reading code (Python, JavaScript, Java, or similar).
• Familiarity with REST APIs, HTTP, and how software systems communicate.
• Working knowledge of SQL to investigate and validate system behavior.
• Clear written and verbal communication to explain technical ideas in plain language.
• Openness to rotational shifts and occasional on-call coverage across a global customer base.

Details

• Participate in rotational shifts and on-call coverage, including occasional evenings or weekends.
• Work in one shared CXE queue.