About the role
As a Customer Experience Engineer, L1, you are the customer’s first point of contact at HackerRank. You own the first response on every inbound ticket, resolve what you can independently, and escalate what you can’t with full context and accurate triage.

This is also the entry point into a defined engineering progression. CXEs who build strong technical depth and communication discipline have a clear path to the next level. The best CXEs take pride in triage accuracy, queue health, and the quality of every customer interaction, understanding that their work is the foundation everything else depends on.
What you’ll do
Own first response on all inbound tickets within SLA
Resolve product usage questions, configuration issues, and standard troubleshooting independently, without escalating to the next level.
Triage and escalate issues or complex tickets to CXE 2 with complete context: reproduction steps, relevant logs, and a transparent description of what has been tried




Monitor the queue actively during your shift and flag stalled tickets or anything at risk of an SLA breach before it happens
Maintain ticket hygiene end-to-end: accurate tags, complete closure notes, and no tickets left in limbo
Use AI tools actively to resolve tickets faster, identify similar past issues, and document solutions in a way that makes the whole team faster
Contribute to the knowledge base.
Work as part of a team that provides 24x7 global customer coverage. This role operates on a rotational shift schedule covering mornings, evenings, and weekends.
What we’re looking for
Technical
0 to 3 years of experience in a technical support or customer-facing technical role. Strong freshers with demonstrated technical aptitude are welcome
Basic understanding of REST APIs: HTTP methods, status codes, and how to read a request/response
Ability to read and interpret logs, browser developer tools, and error messages to understand what happened before escalating
Familiarity with SQL: enough to wri

📌 Technical Support Engineer (Bengaluru)
🏢 HackerRank
📍 Bengaluru