Job Overview
Role: Customer Experience Engineer, L1 Location: Refer to Official HackerRank Careers Listing Experience: 0–3 Years Qualification: Recent Graduates / Early-Career Engineers Key Skills: Python/JavaScript/Java, REST APIs, HTTP, SQL, Web Applications, Debugging
Job Description
HackerRank is hiring for the position of Customer Experience Engineer, L1. The role is designed for recent graduates and early-career engineers with up to 3 years of relevant experience. Strong freshers are also encouraged to apply. The Customer Experience Engineering team operates at the intersection of customers, product, and engineering. In this role, engineers will investigate technical issues involving web applications, APIs, integrations, authentication, configuration, data, and customer workflows. This is not a traditional scripted customer-support position. The role emphasizes technical investigation, root-cause analysis, coding fundamentals, SQL, debugging, clear communication, automation, and responsible use of AI tools. CX Engineering L1 is also designed as a progression path toward CXE 2, with increasing ownership as technical depth, independence, and customer-readiness develop.
Roles and Responsibilities
- Technical Problem Solving: Owning standard and moderately complex customer issues from initial investigation through resolution and closure, following a process of understanding, reproducing, investigating, identifying root cause, resolving, validating, communicating, and closing.
- Web Application Debugging: Investigating and debugging web-application issues using knowledge of HTTP requests/responses, status codes, headers, cookies, browser developer tools, JavaScript errors, and network requests.
- REST API Troubleshooting: Investigating issues involving incorrect requests, authentication, invalid payloads, HTTP errors, integration failures, or unexpected API responses, utilizing knowledge of HTTP methods, status codes, JSON payloads, and basic API testing.
- SQL & Data Investigation: Using SQL to investigate customer data, validate application behavior, and determine issue origin (stored data vs. application logic) through SELECT queries, JOINs, GROUP BY, aggregations, and data validation.
- Authentication & Integrations: Investigating issues related to authentication, configuration, integrations, and customer workflows, with familiarity in SSO, SAML, and OAuth.
- Root Cause Analysis: Understanding why something failed rather than merely making the error disappear, investigating underlying causes, documenting evidence, and determining reliable resolutions.
- Customer Communication: Communicating clearly and empathetically through support tickets, calls, and internal channels, asking precise questions, setting realistic expectations, and closing communication loops.
- Escalation & Engineering Collaboration: Creating structured escalation reports for confirmed product issues requiring Engineering involvement, including problem description, customer impact, reproduction steps, and expected behavior.
Skills and Eligibility Criteria
Educational Background: Recent graduate or early-career engineer.
Experience: Up to 3 years of relevant experience. Strong freshers are encouraged to apply.
Mandatory Technical Skills:
- Strong programming fundamentals and ability to read and understand code.
- Experience or familiarity with Python, JavaScript, Java, or a similar programming language.
- Familiarity with REST APIs, HTTP, web applications, and software-system communication.
- Working knowledge of SQL.
Competencies:
- Strong curiosity and systematic problem-solving approach.
- Good written and verbal communication.
- Willingness to work rotational shifts and occasional on-call coverage.
- Experience with logs and observability tools (application logs, error messages, request IDs, metrics, traces, alerts).
- Understanding of basic authentication/authorization, and how identity systems connect users/services to applications.
- Understanding of AI tools for code generation, debugging, documentation, and exploratory analysis.
- Ability to contribute to documentation, knowledge sharing, and automation.