About the role
We’re looking for a Customer Experience Engineer (L2) to own complex customer escalations end-to-end, from first investigation to final resolution. You’ll debug platform, API, and integration failures, collaborate directly with Engineering on confirmed bugs, and lead incident response for high-severity issues. This role sits at the intersection of technical depth and customer experience. The best CXE 2s don’t just close tickets. They take pride in the outcome and understand that their work directly drives customer retention and HackerRank’s success.
What you’ll do
Own complex technical escalations from investigation through customer closure, with no loose ends
Debug platform, API, and integration failures systematically, resolving the majority independently before escalating to Engineering
Collaborate with Engineering on confirmed bugs: write structured, reproducible reports, drive follow-through on fixes, and own the customer closure once resolved
Lead incident management and own customer-facing Root Cause Analyses for high-severity issues,
driving structured internal escalation, transparent communication cadence, and post-incident summaries.
Manage multiple open tickets simultaneously, prioritising accurately without losing SLA compliance or communication quality
Use AI tools actively and creatively to accelerate debugging, contribute lightweight code fixes, identify patterns across your queue, and build solutions that make the team more effective
Identify recurring patterns and surface them as runbooks or process improvements. Own the system, not just the symptom
Participate in a rotational on-call schedule that may require occasional coverage during late-night hours or weekends to support global customer needs.
Who you are
2 to 7 years of experience in technical support or product support for a B2B SaaS platform
Strong debugging instincts across web applications, REST APIs, and third-party integrations. You trace failures to root cause, not just the err