HackerRank

Engineer

• Lead customer-facing engagements, including discovery, pilots, and demos, acting as the primary technical voice in front of prospects and customers.
• Partner onsite with customers, engineers, recruiters, and business leaders to uncover developer needs, listen with empathy, and shape practical, goal-driven solutions.
• Keep customer projects on track through disciplined execution and proactive updates.
• Use the right tools, including AI when useful, to deliver faster, more reliable outcomes that strengthen HackerRank’s customer experience.
• Collaborate with Product, Engineering, and GTM teams to elevate the voice of the customer.

Forward Deployed Engineer

Support Engineer

• Own first response on all inbound tickets within SLA
• Resolve product usage questions, configuration issues, and standard troubleshooting independently, without escalating to the next level
• Triage and escalate issues or complex tickets to TSE 2 with complete context: reproduction steps, relevant logs, and a clear description of what has been tried
• Monitor the queue actively during your shift and flag stalled tickets or anything at risk of an SLA breach before it happens
• Maintain ticket hygiene end-to-end: accurate tags, complete closure notes, and no tickets left in limbo
• Use AI tools actively to resolve tickets faster, identify similar past issues, and document solutions in a way that makes the whole team faster
• Contribute to the knowledge base.
• Work as part of a team that provides 24x7 global customer coverage. This role operates on a rotational shift schedule covering mornings, evenings, and weekends.

Forward Deployed Engineer

Technical Support Engineer, L1