Customer Experience Engineer L1

Candidates typically face a timed online test focusing on aptitude and basic coding, followed by a technical interview that dives deep into API concepts, SQL queries, and debugging scenarios. The HR round assesses communication skills, shift flexibility, and cultural fit. Preparing with mock tests and clear articulation of problem‑solving steps greatly improves performance.

The organization promotes a transparent, merit‑based work culture where learning is encouraged through regular tech talks, mentorship programs, and internal hackathons. Employees enjoy a balanced work‑life schedule despite the 24x7 support requirement, thanks to weekly shift rotations and flexible remote days. Growth opportunities are abundant, with clear pathways to senior technical and product roles.

B.E./B.Tech/M.Tech/MCA in Computer Science, Information Technology, Electronics, or related engineering discipline; minimum 60% aggregate (or CGPA 6.5/10); graduating batch 2025‑2027; no active backlogs; strong written English communication skills.

Round 1: Online Aptitude/Programming Test → Round 2: Technical Interview (API, SQL, debugging scenarios) → Round 3: Managerial HR Interview (fit, communication, shift flexibility)

HackerRank is a globally recognized platform that empowers developers, enterprises, and educational institutions to assess and improve coding skills. With a mission to make technical hiring more efficient and merit‑based, HackerRank serves Fortune 500 companies, startups, and universities across 150+ countries. The company is known for its data‑driven culture, a strong focus on learning, and a collaborative environment that encourages employees to experiment, iterate, and deliver high‑impact solutions. The Technical Support Engineer (Rotational) role is a key part of the Customer Success organization. As a fresher, you will be part of a 24x7 support team that handles inbound tickets, escalations, and live troubleshooting for clients using HackerRank's suite of products. The role rotates weekly across morning, evening, and weekend shifts, giving you exposure to a variety of customer scenarios and a deep understanding of the platform's internals. You will be the first point of contact for technical queries, helping customers resolve issues related to REST APIs, log analysis, SQL queries, and overall platform performance. Key Responsibilities: 1. Respond to customer tickets within SLA, providing clear, professional, and accurate written communication in English. 2. Diagnose and troubleshoot issues related to REST APIs, HTTP status codes, database queries, and log files. 3. Perform root‑cause analysis for high‑severity (P0) incidents and coordinate with product engineering to drive resolutions. 4. Document common issues and create knowledge‑base articles for internal and external use. 5. Participate in weekly shift rotations covering mornings, evenings, and weekends to ensure 24x7 coverage. 6. Collaborate with cross‑functional teams (Product, Engineering, QA) to reproduce bugs and validate fixes. 7. Use AI‑assisted tools (e.g., code autocomplete, log summarizers) to accelerate debugging and response time. 8. Track ticket metrics and provide insights for process improvement. 9. Attend regular training sessions on new features, APIs, and best‑practice support techniques. 10. Contribute to on‑call rotation and participate in post‑mortem reviews for major incidents. Tech Stack: RESTful APIs, HTTP, JSON, SQL (MySQL/PostgreSQL), Linux command line, basic scripting (Python/Node.js), monitoring tools (Grafana, Kibana), AI assistants (ChatGPT, Copilot). Growth Path: Successful engineers can progress to Senior Support Engineer, then to Technical Account Manager, or move into Product Engineering, QA, or Solutions Architecture roles based on interest and performance. Why Join HackerRank? You will work with cutting‑edge developer tools, gain hands‑on experience with large‑scale SaaS systems, and develop a customer‑centric mindset that is highly valued in the tech industry. The role offers a fast‑track learning environment, mentorship from seasoned engineers, and the chance to make a tangible impact on millions of developers worldwide.