---
title: 'Customer Experience Engineer, L2 at HackerRank Careers'
canonical: 'https://feeny.ai/job/customer-experience-engineer-l2-hackerrank-careers-in-santa-clara-h9c367whw662'
type: 'job'
last_seen: '2026-10-19'
---

# Customer Experience Engineer, L2 at HackerRank Careers

- **Company:** HackerRank Careers
- **Location:** IN Santa Clara, CA
- **Work type:** hybrid
- **Posted:** 2026-10-01
- **Last confirmed live:** 2026-10-19
- **Apply:** https://job-boards.greenhouse.io/hackerrank/jobs/8233194

## Job description

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

Customer Experience Engineering is where customers, product, and engineering meet. As a CXE 2, you’ll lead complex technical problems and high-stakes customer situations from investigation through resolution and prevention. You’ll combine technical depth with the judgment and communication needed to guide customers when the answer is not yet clear.

CXE works from one shared queue. You’ll take the lead on problems that require deeper investigation, solution design, or cross-team coordination, while helping the team respond to customer needs across the queue. You’ll also turn what you learn into solutions, tools, and AI-enabled workflows that reduce repeat problems.

## What you’ll do

- Own complex, ambiguous, enterprise, and escalated customer problems through investigation, resolution, communication, and closure.
- Come prepared to lead technical customer calls and escalations. Understand the account and issue history, ask precise questions, explain what is known and unknown, and give customers a clear plan and next update.
- Investigate unfamiliar issues across web applications, APIs, integrations, authentication, data, and code paths. Use logs, audit trails, session data, and monitoring tools to reconstruct what happened, test hypotheses, and identify a path to resolution when no playbook exists.
- Build scripts, integrations, automations, tooling, and other technical solutions for customer and team needs. Contribute code fixes where appropriate through Engineering review.
- Build and improve AI agents and workflows. Evaluate their accuracy and reliability, strengthen the context and safeguards they depend on, and measure whether they reduce customer effort or repeat work.
- Lead CXE’s technical and customer response during high-severity incidents. Help drive containment, engage the right on-call teams, provide timely updates, contribute to customer-facing RCAs, and follow corrective actions through to completion.
- Partner with account teams to understand strategic customers, spot recurring friction or emerging risks, and address problems before they become escalations.
- Manage concurrent priorities while protecting shared queue health, service levels, and communication quality across shifts and regions.
- Turn patterns from customer issues into adopted runbooks, onboarding improvements, automation, product feedback, or Engineering action that reduces recurrence. Mentor CXE 1 engineers through pairing, reviews, and case debriefs.
- Participate in rotational shifts and on-call coverage, including occasional evenings or weekends, to support global customer needs.

## Who you are

- You have 3 to 7 years of experience in technical support, product support, solutions engineering, implementation, cloud support, software engineering, SDET, or a similar customer-facing technical role.
- You can independently investigate unfamiliar technical problems using API and application logs, audit trails, monitoring, session data, and other available tools. You can isolate likely causes across web applications, APIs, integrations, and customer workflows, and explain the evidence behind your conclusions.
- You know how to reconcile conflicting evidence, validate findings, and diagnose authentication and integration failures across systems.
- You can write and debug practical code in Python or a similar language, read unfamiliar code, and build scripts or automations that others can use.
- You are ready to lead difficult customer conversations. You prepare thoroughly, communicate with technical credibility and empathy, adapt your message to different audiences, and give clear updates even before the root cause is known.
- You make sound decisions under pressure: assessing impact, prioritising work, bringing in the right people, and keeping investigations moving.
- You take ownership without waiting to be chased. You can work effectively across Engineering, Product, and GTM while keeping both technical accountability and the customer’s next steps clear.
- You have hands-on experience using AI to investigate, build, and improve workflows, and you test its output before relying on it.
- You are open to rotational shifts and occasional on-call coverage across a global customer base.

Even better if you

- Debugged ATS, HR-tech, developer-tooling, or other complex B2B SaaS integrations.
- Built and maintained customer solutions, internal tools, agents, or automations that were adopted and had measurable impact.
- Evaluated AI agents or workflows for accuracy, reliability, and safety, then improved them based on real use.
- Contributed fixes or improvements to a production codebase in a support, solutions, tooling, or software engineering context.
- Worked directly with strategic enterprise customers on technical solutions or proactive risk reduction.

You will thrive in this role if

- You enjoy getting to the bottom of customer problems and building solutions that prevent them from recurring.
- You can be calm and credible with a customer under pressure while driving a rigorous technical investigation behind the scenes.
- You move comfortably between debugging, building, customer communication, and cross-team coordination.
- You see patterns across individual cases and turn them into improvements the team adopts.
- You use AI and coding tools to extend what you can do and take responsibility for the quality of what you build.
- You help others grow through your judgment, coaching, and the systems you leave behind.

## Compensation

The base salary range for this role is $120,000–$135,000, plus a target 10% annual bonus tied to individual and company performance. You will also receive equity (stock options) and a comprehensive package of cash and non-cash benefits. Want to learn more about HackerRank? Check out [HackerRank.com](http://hackerrank.com/) to explore our products, solutions and resources, and dive into our story and mission [here](https://www.hackerrank.com/about-us/).

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.

[Linkedin](https://www.linkedin.com/company/hackerrank/) | [X](https://twitter.com/hackerrank) |https://www.linkedin.com/company/hackerrank/[Blog](https://blog.hackerrank.com/?utm_medium=email&utm_content=signature) | [Instagram](https://www.instagram.com/hackerrank?igsh=MWNid2d6aWlxYnl0OQ==) | [Life@HackerRank](https://www.instagram.com/lifeathackerrank?igsh=eDFta3owaTJsbW5x)

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.

## About HackerRank Careers

## Company Overview
- **One-liner**: HackerRank is a skills-based hiring platform that helps companies assess and hire developers through coding challenges and technical interviews, while also nurturing a massive developer community focused on upskilling.
- **Entity Type**: Private (Series D, $60M led by Susquehanna Growth Equity in March 2022)
- **Headquarters**: Santa Clara, California, USA (global offices also in Bangalore, India, with remote teammates across the US, UK, and India)
- **Founded**: Not publicly available from provided sources (commonly reported as 2012)
- **Founders**: Vivek Ravisankar and Hari Karunanidhi

## Core Business
- **Primary industry**: HR tech / Talent assessment / Developer skills evaluation
- **Target customers**: B2B – companies of all sizes hiring developers; also B2C – developers seeking to improve their skills and find jobs
- **Mission or purpose statement**: “Change the world to value skills over pedigree.”

## Products & Services
- **[HackerRank Platform](https://www.hackerrank.com)**: A SaaS-based assessment platform that enables companies to screen and interview developers using coding challenges, automated evaluations, and technical interview tools. Includes a library of over 188 million skill assessment data points and supports 26M+ developers in the community.
- **[Chakra (AI Interviewer)](https://builtin.com/company/hackerrank/jobs)**: An AI-powered interviewer being developed to conduct conversational interviews, focusing on conversation management, evaluation methodologies, and quality at scale (mentioned in job postings for Machine Learning Engineer, Chakra).
- **Expanded Assessments**: Beyond software development, HackerRank is building assessments for skills in hardware, design, QA, and soft skills (e.g., for distributed teams).

## Market Standing
- **Valuation / Market Cap**: Not disclosed (last known funding round: $60M Series D in March 2022)
- **Key Metric**: Total funding of $60M+ (Series D led by Susquehanna Growth Equity); prior rounds include $3M Series A
- **Notable Investors / Partners**: Susquehanna Growth Equity (lead in Series D)
- **Growth Signals**:
  - Over 26 million developers in the community
  - 2,500+ customers
  - 172,800 daily skill assessments submitted
  - 188 million+ data points on technical skill assessments
  - Expanding into new assessment areas (machine learning, blockchain, crypto, hardware, design, QA, soft skills)
  - Developing an AI interviewer (Chakra) to scale interviews
  - 18 million+ developers in the community (as of earlier data point)

## Competitive Advantages
- **Developer skills authority**: Massive dataset of 188M+ skill assessments provides unique insights into developer capabilities.
- **Community network effects**: 26M+ developers use the platform, attracting more companies and creating a virtuous cycle.
- **Developer-first mindset**: Products are built from the perspective of enabling developers to be their best, which resonates with both candidates and hiring teams.
- **AI-powered innovation**: Chakra AI interviewer aims to automate and scale high-quality technical interviews, differentiating from traditional coding assessment platforms.
- **Brand credibility**: Trusted by thousands of companies; known for moving hiring away from resume-based pedigree toward skills-based evaluation.

## Strategic Focus
- **AI-driven assessment**: Investing heavily in Chakra, an AI interviewer that can conduct structured, high-quality interviews at scale.
- **Expanding skill coverage**: Broadening assessments beyond software development to include hardware, design, QA, and soft skills to support the needs of distributed teams.
- **Global reach**: Continuing to grow the developer community and customer base internationally, with relocation support for key roles in Santa Clara and Bangalore.
- **Data-driven hiring**: Leveraging its massive dataset to improve the accuracy and fairness of assessments.

## Why Work Here
- **Mission-driven culture**: “Change the world to value skills over pedigree” – the team is passionate about making hiring more equitable.
- **Values**: Think developer-first, be the captain (ownership), go deep, be humble, truly care.
- **Work environment**: Hybrid, on-site, and remote roles available depending on the position. Offices in Santa Clara and Bangalore, with teammates across the US, UK, and India.
- **Hiring process**: Fast – typically a few days to two weeks. Includes technical assessments, interviews with the hiring manager and future teammates, and a HackerValues interview. Relocation support provided for in-office roles.
- **Benefits**: Competitive pay and meaningful equity, health coverage for you and family, retirement plans by region, flexible paid time off, home office/remote work stipends, mental health and well-being support, annual learning and growth budget, referral bonuses.
- **Engineering culture**: High bar for quality, speed and quality are not trade-offs; focus on craft and impact. Teams work on cutting-edge AI and large-scale data systems.
- **Growth opportunities**: Fast-growing company with active roles in machine learning, data engineering, security, product management, and customer success.

## Sources
1. [hackerrank.com/careers/home](https://www.hackerrank.com/careers/home)
2. [hackerrank.com/about-us](https://www.hackerrank.com/about-us)
3. [linkedin.com/company/hackerrank](https://www.linkedin.com/company/hackerrank)
4. [builtin.com/company/hackerrank/jobs](https://builtin.com/company/hackerrank/jobs)
5. [builtin.com/company/hackerrank/faq/workplace-perception](https://builtin.com/company/hackerrank/faq/workplace-perception)

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