Customer Experience Engineer, L2 at HackerRank… · Santa…

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.