{"id":1593511,"url":"https://alion.io/job/hackerrank-customer-experience-engineer-l2-2","title":"Customer Experience Engineer, L2","company":{"id":2193,"name":"HackerRank","domain":"hackerrank.com","url":"https://alion.io/company/hackerrank","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"C","score":66,"open_postings":23,"ghost_share":0.565,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":36,"computed_at":"2026-10-01T05:45:00Z"}},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":"middle","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Santa Clara, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":120000,"max":135000,"currency":"USD","period":"year","gross":null,"usd_annual":135000},"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"AI Agents","optional":false},{"name":"Python","optional":false}],"status":"live","first_seen_at":"2026-10-01T14:40:50Z","employer_posted_date":"2026-10-01","last_verified_at":"2026-10-01T16:50:47Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"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.\nSoftware 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.\nPeople 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.\nAbout the role\nCustomer 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.\nCXE 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.\nWhat you’ll do\nOwn complex, ambiguous, enterprise, and escalated customer problems through investigation, resolution, communication, and closure.\nCome 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.\nInvestigate 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.\nBuild scripts, integrations, automations, tooling, and other technical solutions for customer and team needs. Contribute code fixes where appropriate through Engineering review.\nBuild 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.\nLead 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.\nPartner with account teams to understand strategic customers, spot recurring friction or emerging risks, and address problems before they become escalations.\nManage concurrent priorities while protecting shared queue health, service levels, and communication quality across shifts and regions.\nTurn 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.\nParticipate in rotational shifts and on-call coverage, including occasional evenings or weekends, to support global customer needs.\nWho you are\nYou 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.\nYou 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.\n You know how to reconcile conflicting evidence, validate findings, and diagnose authentication and integration failures across systems.\nYou can write and debug practical code in Python or a similar language, read unfamiliar code, and build scripts or automations that others can use.\nYou 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.\nYou make sound decisions under pressure: assessing impact, prioritising work, bringing in the right people, and keeping investigations moving.\nYou 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.\nYou have hands-on experience using AI to investigate, build, and improve workflows, and you test its output before relying on it.\nYou are open to rotational shifts and occasional on-call coverage across a global customer base.\nEven better if you \nDebugged ATS, HR-tech, developer-tooling, or other complex B2B SaaS integrations.\nBuilt and maintained customer solutions, internal tools, agents, or automations that were adopted and had measurable impact.\nEvaluated AI agents or workflows for accuracy, reliability, and safety, then improved them based on real use.\nContributed fixes or improvements to a production codebase in a support, solutions, tooling, or software engineering context.\nWorked directly with strategic enterprise customers on technical solutions or proactive risk reduction.\nYou will thrive in this role if\nYou enjoy getting to the bottom of customer problems and building solutions that prevent them from recurring.\nYou can be calm and credible with a customer under pressure while driving a rigorous technical investigation behind the scenes.\nYou move comfortably between debugging, building, customer communication, and cross-team coordination.\nYou see patterns across individual cases and turn them into improvements the team adopts.\nYou use AI and coding tools to extend what you can do and take responsibility for the quality of what you build.\nYou help others grow through your judgment, coaching, and the systems you leave behind.\nCompensation\nThe 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.\nWant to learn more about HackerRank? Check out HackerRank.com to explore our products, solutions and resources, and dive into our story and mission here.\nHackerRank 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. \nLinkedin | X | Blog | Instagram | Life@HackerRank\nNotice to prospective HackerRank job applicants:\nOur Recruiters use @hackerrank.com email addresses.\nWe never ask for payment or credit check information to apply, interview, or work here.","description_format":"text","description_chars":7272,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity","Stock options"],"hiring_locations":[{"name":"Canada","iso":"CA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Education","Skill Assessment","Human Resources"],"lifecycle":[{"event":"open","at":"2026-10-01T16:50:47Z"}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":36,"reasons":["conf:7","win:early"],"computed_at":"2026-10-02T00:41:01Z"},"pay":{"stated_usd_annual":135000,"is_top_pay":true},"html_url":"https://alion.io/job/hackerrank-customer-experience-engineer-l2-2","json_url":"https://alion.io/job/hackerrank-customer-experience-engineer-l2-2.json","meta":{"generated_at":"2026-10-02T00:41:01Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":631,"day_limit":5000,"remaining_today":4369,"minute_limit":60,"resets_at":"2026-10-03T00:00:00Z"}}}