At HackerRank, we are on a mission to change the world to value skills over pedigree. We are a high-performing, mission-driven team that truly, madly, deeply cares about what we do. We don’t see velocity and quality as tradeoffs; both matter. If you take pride in high-impact work and thrive in a driven team, HackerRank is where you belong.
About the Team
HackerRank’s Global Technical Support organization is the first point of contact between our customers and the company. As part of the Product and Engineering organization, we are vital in delivering exceptional experiences with our products and services.
Our support model includes a 24/7 frontline helpdesk operated by our Technical Support Specialists (TSS) based in the Bangalore region. Complementing this team is our globally distributed Technical Solutions Engineering (TSE) team, which operates 24x5 across time zones. This team comprises 10 engineers, five located in Bangalore and five across North America, who closely partner with Product, Engineering, and Customer Success to drive technical excellence and customer satisfaction.
Our teams collaborate deeply across functions to deliver a seamless customer experience. We frequently jump on calls to guide customers through issues, recommend best practices, and troubleshoot complex workflows. TSEs handle advanced technical problems, lead escalations, and incident management, deliver onboarding demos and enablement sessions, host office hours, and build scalable tools and solutions to empower our customers and reduce internal support volumes.
About the Role
At HackerRank, we help companies evaluate developer skills fairly, accurately, and at scale. We seek a Technical Solutions Engineer who combines engineering rigor, deep customer empathy, and a passion for leveraging AI and automation to solve complex, large-scale challenges.
This isn’t traditional support. You’ll act as a technical force multiplier, resolving complex issues, streamlining experiences, and proactively reducing friction for customers and internal teams. Support isn't about closing tickets; it’s about eliminating recurring questions through intelligent systems, enablement, and solutions.
In this role, you’ll delight customers while guiding them through issue resolution, enablement, and managed services. Whether it’s connecting over Zoom to debug an issue, giving a technical demo, or supporting through occasional office hours, you’ll also help shape the future of support by surfacing patterns and applying insights to drive impact through automation, whether it’s training and integrating AI support agents, building Agent runbooks, improving our help docs, recording a video for our online Academy, or writing a custom script to help customers accelerate their workflows.
If you're an engineer who thrives on solving challenging problems, partnering with customers, automating away friction, and redefining support through automation and AI, this role is your chance to drive measurable, company-wide impact.
What You'll Do
- Deliver a first-class customer experience for inbound support issues through Slack, Chat, and Email via Pylon.
- Capture product themes, feedback, and feature requests for product and engineering teams to amplify the customer's voice.
- In partnership with our customer account managers, sales teams, and engagement managers, we will handle technical challenges that arise for our customers.
- Debug IT issues spanning DNS, authentication flows (OAuth/SAML), network latency, and SSO.
- Troubleshoot issues with HackerRank products, including IDEs, AI features, integrity tooling, library issues, and other challenges reported by developers.
- Resolve technical issues by debugging integration issues, writing custom scripts, and working with our APIs.
- Identify repeatable support patterns and proactively eliminate them through scripting, automation, AI, and tooling.
- Deliver technical walkthroughs and demos and lead office hours sessions that simplify complex systems for technical and business users.
What You Bring:
While these qualifications represent our ideal candidate, we recognize that great talent comes from various backgrounds. If you believe you can contribute to this role meaningfully, we encourage you to apply, even if your experience doesn’t align perfectly with every listed requirement.
- 3+ years in a technical role centered around software development
- 2+ years in a technical customer-facing role
- You have hands-on experience troubleshooting full-stack applications:
- Frontend: Browser dev tools, JavaScript debugging, React/Vue/Angular
- Backend: Java, Python, Go, or Node.js—comfortable navigating logs, memory bottlenecks, and microservice failures
- Solid understanding of enterprise IT concepts, including SSO, SAML, authentication protocols, and identity and access management (IAM) frameworks.
- You have some exposure or experience architecting solutions via AWS and/or GCP cloud services and can debug issues via cloud logs and observability tools
- Experience with REST, GraphQL, SOAP APIs, and tools like Postman, Insomnia, or cURL, and you’re curious to explore MCP
- Ability to read/write code to debug technical challenges or write a Python or Ruby script to hit our public APIs
- Strong SQL skills: advanced joins and performance-optimized queries across Postgres, MySQL, and NoSQL databases
- You take end-to-end ownership of problems, proactively driving solutions forward and ensuring no detail falls through the cracks, even when the path is ambiguous.
- You enjoy scripting, exploring agentic support via runbooks, tuning AI assistants, and building scalable automations
- You don’t tolerate inefficiency. Every solved problem pattern becomes reusable content: KB articles, macros, internal guides, demo scripts, video tutorials, etc.
- You demonstrate sound judgment in support scenarios, knowing when to investigate deeply, when to escalate, and when to move on. You have mastered the balance of speed, customer impact, and long-term efficiency without compromising quality.
- You have experience (and perhaps are a power user) with standard saas tools (Linear, Notion, Slack, Google Workspace), observability platforms (New Relic), and on-call/incident response tools (OpsGenie, Pagerduty, Uptime)
You will thrive in this role if:
- You have prior experience as a software engineer, solutions engineer, senior or lead technical support engineer, or sales engineer.
- Prior experience with HR tech, assessment integrity, ATS platforms, or developer productivity tooling.
- You have project ownership experience or certification (Project Management Professional, Certified ScrumMaster)
- You enjoy a balance of ticket-focused debugging and troubleshooting combined with customer-facing interactions such as demos, office hours, or live debugging.
- You’re excited to shape a best-in-class technical support model built around automation and AI to scale while providing world-class support interactions centered on the human touch.
Why Join HackerRank?
- Help reinvent how companies identify and hire top engineering talent.
- Work in a mission-driven environment where skills > pedigree.
- Own high-impact initiatives across Product and Engineering.
- Join a team that fosters and celebrates clarity, communication, product expertise, technical excellence, and continuous improvement.
Want to learn more about HackerRank? Check out HackerRank.com to explore our products, solutions and resources, and dive into our story and mission here.
HackerRank is a proud equal employment opportunity and affirmative action employer. We provide equal opportunity to everyone for employment based on individual performance and qualification. We never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, marital, veteran, or disability status. All your information will be kept confidential according to EEO guidelines.
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Notice to prospective HackerRank job applicants:
- Our Recruiters use @hackerrank.com email addresses.
- We never ask for payment or credit check information to apply, interview, or work here.