Highlights
World-class support, clear communication, AI integration, SLA adherence, global customer coverage.
Description
Job Summary
pJoin HackerRank as a Technical Support Engineer (L1) and be the first point of contact for our customers. You will resolve product usage questions, configuration issues, and standard troubleshooting independently while escalating complex tickets with accurate triage.
Responsibilities
- Own the first response on all inbound tickets within SLA
- Resolve product usage questions, configuration issues, and standard troubleshooting independently
- Triage and escalate issues to TSE 2 with complete context
- Monitor queue actively during your shift and flag stalled tickets before an SLA breach
- Maintain ticket hygiene end-to-end: accurate tags, complete closure notes
- Contribute to the knowledge base by documenting solutions in AI tools
Required Skills
- Bachelor's degree in Computer Science or related field
- 2-3 years of experience in technical support or customer-facing roles
- Familiarity with REST APIs and SQL basics
- Experience using Zendesk or similar ticketing tools
- Strong written communication skills in English
Required Skills Explained
- Basic understanding of REST APIs: HTTP methods, status codes, and how to read a request/response
- Awareness of SQL basics for running queries or understanding what they check
- Proficiency in reading logs, using browser developer tools, and interpreting error messages to resolve issues independently
- Familiarity with AI tools for accelerating investigation and resolution processes
- Clear written communication skills in English for documenting customer interactions and resolving issues effectively
- Calm under pressure with the ability to handle SLA requirements proactively
Who is this for
pWe seek candidates who are detail-oriented, have a passion for technology, and enjoy problem-solving. Ideal candidates should be eager to learn and grow within a technical support role.
Why This Job is a Good Opportunity
ulliGaining hands-on experience as an entry point into engineering progression, leading to advanced technical rolesliOpportunity to work in a dynamic, global environment that supports diverse customer coverage and 24x7 service deliveryliContribution to the knowledge base, enhancing your problem-solving skills and technical expertiseliChances to use and learn from AI tools that can significantly enhance ticket resolution efficiency
Interview Preparation Tips
- Practice handling customer interactions with a focus on clear, professional communication
- Review and understand REST APIs, SQL basics, and how to read logs effectively
- Prioritize familiarizing yourself with AI tools used in technical support for faster issue resolution
- Simulate triaging issues and documenting steps taken to resolve them accurately
Career Growth in This Role
pGrowth as a Technical Support Engineer (TSE) is structured, offering clear paths for advancement within the engineering team. Early success can lead to becoming a TSE 2, where you'll take on more complex issues and mentor junior support engineers. This role not only provides immediate customer interaction but also serves as a stepping stone towards more technical roles like developer or senior engineer.pWith continuous learning and development, there's potential for specialization in specific areas of technical support or even transitioning into product management, where you can influence the direction of technical platforms used by HackerRank customers.
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Skills
Frequently Asked Questions
What is the work schedule for this role?This role operates on a rotational shift schedule covering mornings, evenings, and weekends.
Do I need experience in specific ticketing tools?Experience with Zendesk or similar ticketing tools is preferred but not required. We are open to candidates willing to learn.
What kind of technical skills are needed for this role?Candidates should have a basic understanding of REST APIs, SQL, and be comfortable using AI tools for resolution.
