HackerRank

Manager, Technical Support Engineering

HackerRank

full-time

Posted on:

Location Type: Hybrid

Location: Santa Clara • California • United States

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Salary

💰 $180,000 - $185,000 per year

About the role

  • Lead and develop a team of Technical Support Engineers in AMER, supporting customers who integrate HackerRank into their technical hiring workflows.
  • Partner with Product, Engineering, and GTM to surface and resolve systemic issues, whether that's a broken ATS integration, a flawed assessment configuration, or a reliability gap impacting a customer's hiring pipeline.
  • Design and own support operations that prevent recurring issues.
  • Personally handle complex L2/L3 cases and customer escalations, setting the technical and quality bar for the team.
  • Identify workflows ripe for automation and build agents yourself using low-code/no-code tools like n8n, Zapier, or Make, or by querying LLM APIs for more custom solutions.

Requirements

  • 4+ years in technical support leadership, including 2+ years directly managing support or solutions engineering teams in a SaaS environment, ideally in HR tech, ATS, or developer tools.
  • A player/coach, equally comfortable debugging a gnarly customer issue as coaching your team or presenting escalation trends to leadership.
  • Hands-on and deeply technical, able to personally debug issues involving APIs, authentication, ATS integrations, webhooks, and production systems.
  • Experienced in building workflow automation for support or operations, at minimum with low-code/no-code tools, with a plus for LLM API experience or more sophisticated agentic builds.
  • A proven people manager who has hired, coached, and managed performance, including addressing underperformance.
Benefits
  • target 15% annual bonus tied to individual and company performance
  • equity (stock options)
  • comprehensive package of cash and non-cash benefits
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
technical support leadershipSaaSdebuggingAPIsauthenticationATS integrationswebhooksworkflow automationlow-code toolsno-code tools
Soft Skills
coachingpeople managementproblem-solvingcommunicationteam leadershipperformance managementcustomer escalation handlingcollaborationanalytical thinkingadaptability