Customer Experience Engineer, L2

Hacker Rank 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 Hacker Rank 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.

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.

• 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 reliability, strengthen the context and safeguards they depend on, and measure whether they reduce customer effort or repeat work.
• Lead CXE’s technical and customer response during high‑severity incidents. Help drive containment, engage the right on‑call teams, provide timely updates, contribute to customer‑facing RCAs, and follow corrective actions through to completion.
• Partner with account teams to understand strategic customers, spot recurring friction or emerging risks, and address problems before they become escalations.
• Manage concurrent priorities while protecting shared queue health, service levels, and communication quality across shifts and regions.
• Turn patterns from customer issues into adopted runbooks, onboarding improvements, automation, product feedback, or Engineering action that reduces recurrence. Mentor CXE 1 engineers through pairing, reviews, and case debriefs.
• Participate in rotational shifts and on‑call coverage, including occasional evenings or weekends, to support global customer needs.

• You have 3 to 7 years of experience in technical support, product support, solutions engineering, implementation, cloud support, software engineering, SDET, or a similar customer‑facing technical role.
• You can independently investigate unfamiliar technical problems using API and application logs, audit trails, monitoring, session data, and other available tools. You can isolate likely…