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, clear 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 error message
• Solid SQL skills. You write your own queries to investigate data issues and validate platform behaviour
• Working knowledge of SSO, SAML, and OAuth flows; able to independently diagnose authentication and identity configuration issues
• Hands-on coding ability in Python or similar at a solutions-engineering level, comfortable reading, writing, and adapting scripts for debugging, automation, and lightweight fixes
• Familiarity with log analysis and observability tools for tracing API and integration failures
• Clear, precise written communicator: technically accurate, empathetic, and written for the customer’s context
• Experienced in incident communication and RCA documentation: structured acknowledgments, proactive updates, and post-incident summaries that rebuild customer confidence
• Able to manage difficult customer conversations with composure and ownership, turning pressure into trust
• Strong internal stakeholder management, able to hold the thread across Engineering, CSMs, and Account Owners during an active escalation

Even better if you have

• Experience debugging ATS or HR tech integrations (Greenhouse, Lever, Workday, or similar)
• Used AI coding tools (Claude, Cursor, Copilot, or similar) to debug, automate, or build
• Contributed to a codebase in a previous role, even in a tooling or support context
• Built internal tools or automations that measurably improved team efficiency

You will thrive in this role if

• You solve problems rather than route them and own outcomes rather than effort
• You treat AI as a capability multiplier, building with it rather than just prompting it
• You go further than required when a customer needs it and take genuine pride in making every interaction count
• You believe exceptional customer experience is a direct driver of business success and act accordingly