Customer Experience Engineer, L1
Core
First-line technical support engineer owning initial response, resolution, and triage for customer tickets on HackerRank's developer assessment platform.
Role type
L1 Customer Experience Engineer (Technical Support)
Builds
Customer support operations and knowledge base for developer assessment tools
Domain
Developer tools / EdTech / SaaS
Deliverable
client delivery
Required skills
REST API basics, log interpretation, SQL basics, AI tool usage, ticketing systems, SLA management, written English communication
Preferred skills
Zendesk/Freshdesk experience, Postman usage, SaaS/HR tech background, personal project building
Responsibilities
Own first response on all inbound tickets within SLA, Resolve product usage questions and standard troubleshooting independently, Triage and escalate complex issues to CXE 2 with full context, Monitor queue for stalled tickets and SLA risks, Maintain ticket hygiene with accurate tags and closure notes, Contribute to the internal knowledge base
Seniority
Entry-level (0-3 years experience)