Technical Support Engineer

<div class="content-intro"><p class="p1">HackerRank helps thousands of companies like NVIDIA<strong> </strong>and<strong> </strong>Amazon hire developers based on their skills vs. pedigree, and also nurtures a community of millions of developers to upskill themselves to become next-gen developers.</p> <p class="p1">The people at HackerRank care deeply about their work and have an extremely intense work ethic. In many companies, speed & quality is a tradeoff. At HackerRank, it’s not -- we expect you to ship in about half the time that most competent people think is possible while maintaining a standard of quality you’d proudly sign your name on. The only way to make this happen is if you truly love your craft and are deeply committed to growth.</p></div><p><strong>About the role</strong></p> <p>As a Technical Support Engineer, you’ll own customer-impacting technical issues end-to-end, from initial report through resolution and prevention, and act as the primary technical authority for escalations, including driving prioritization with engineering and product.  Your work will enhance reliability, reduce friction, and make HackerRank more user-friendly for everyone.</p> <p><strong>What you’ll do</strong></p> <ul> <li>Troubleshoot and resolve issues across the HackerRank platform, including high-severity, business-critical customer incidents requiring rapid diagnosis and coordinated response, across web applications, APIs, ATS integrations, and developer tools.</li> <li>Drive root-cause analysis with engineering, escalate appropriately, and advocate for customer-impacting fixes in a timely manner. </li> <li>Guide customers through SSO (SAML/OIDC) and SCIM integration setup with Okta and other IdPs. standards, such as SAML and SCIM.</li> <li>Act as the customer’s primary technical partner, guiding them toward the safest and most effective technical solution, not just the requested fix.</li> <li>Contribute to post-incident learnings, documentation, or tooling improvements to reduce repeat issues.</li> </ul> <p><strong>Who you are</strong></p> <ul> <li>4+ years of experience in a customer-facing technical support engineering or product support engineering role for an enterprise SaaS platform, with demonstrated ownership of complex enterprise escalations.</li> <li>Skilled with SQL, REST APIs, and tools like Postman, Insomnia, or cURL.</li> <li>Comfortable debugging production systems using logs, traces, and live data while minimizing customer impact.</li> <li>Can build scripts and tools that accelerate and standardize troubleshooting.</li> <li>Basic coding skills; can use Python or Ruby for automation or simple data validation.</li> <li>Comfortable using IDEs such as VS Code, IntelliJ, or PyCharm for testing and debugging.</li> </ul> <p><strong>Even better if you </strong></p> <ul> <li>Have a background in HR tech, developer tools, or assessment platforms.</li> <li>Are familiar with AWS or GCP and observability tools such as New Relic.</li> </ul> <p><strong>You will thrive in this role if</strong></p> <ul> <li>You are comfortable making judgment calls in ambiguous situations and owning the outcome, even when there is no clear precedent.</li> <li>You are curious, passionate, and do not tolerate inefficiency</li> </ul><div class="content-conclusion"><p><strong>Want to learn more about HackerRank?</strong> Check out <a href="http://hackerrank.com/">HackerRank.com</a>& ... (truncated, view full listing at source)