Technical Support Engineer

About HackerRank

HackerRank helps companies like NVIDIA, Amazon, and Microsoft hire and upskill the next generation of developers based on skills, not pedigree. Our platform is trusted by over 2,500 of the world’s most innovative companies to build strong engineering teams ready for what’s next.

Software has entered an era where humans and AI build side by side. As this shift accelerates, the definition of strong technical talent is changing. We give companies better ways to identify and invest in next-generation skills.

People at HackerRank care deeply about the impact of their work and sweat the small details so our customers can be wildly successful with products they genuinely love to use. We move with urgency and believe great outcomes come from high standards.

About The Role

As a Technical Support Engineer, you’ll own customer-impacting technical issues end-to-end, from initial report through resolution and prevention, and act as the primary technical authority for escalations, including driving prioritization with engineering and product. Your work will enhance reliability, reduce friction, and make HackerRank more user-friendly for everyone.

What You’ll Do

• Troubleshoot and resolve issues across the HackerRank platform, including high-severity, business-critical customer incidents requiring rapid diagnosis and coordinated response, across web applications, APIs, ATS integrations, and developer tools.
• Drive root-cause analysis with engineering, escalate appropriately, and advocate for customer-impacting fixes in a timely manner.
• Guide customers through SSO (SAML/OIDC) and SCIM integration setup with Okta and other IdPs. standards, such as SAML and SCIM.
• Act as the customer’s primary technical partner, guiding them toward the safest and most effective technical solution, not just the requested fix.
• Contribute to post-incident learnings, documentation, or tooling improvements to reduce repeat issues.

Who You Are

• 4+ years of experience in a customer-facing technical support engineering or product support engineering role for an enterprise SaaS platform, with demonstrated ownership of complex enterprise escalations.
• Skilled with SQL, REST APIs, and tools like Postman, Insomnia, or cURL.
• Comfortable debugging production systems using logs, traces, and live data while minimizing customer impact.
• Can build scripts and tools that accelerate and standardize troubleshooting.
• Basic coding skills; can use Python or Ruby for automation or simple data validation.
• Comfortable using IDEs such as VS Code, IntelliJ, or PyCharm for testing and debugging.

Even Better If You Have

• A background in HR tech, developer tools, or assessment platforms.
• Are familiar with AWS or GCP and observability tools such as New Relic.

You Will Thrive In This Role If

• You are comfortable making judgment calls in ambiguous situations and owning the outcome, even when there is no clear precedent.
• You are curious, passionate, and do not tolerate inefficiency.

Key Skills/Competency

• Customer Support
• Technical Troubleshooting
• Root Cause Analysis
• API Integration
• SSO/SCIM Configuration
• SQL
• REST APIs
• Debugging Production Systems
• Scripting (Python/Ruby)
• Cloud Platforms (AWS/GCP)