Technical Support Engineer, L1

HackerRank

Technical Support Engineer providing first response on customer tickets at HackerRank. Assisting with product usage questions and troubleshooting, with a clear escalation path.

Posted 4/30/2026full-timeBangalore • 🇮🇳 IndiaMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

0 to 3 years of experience in a technical support or customer-facing technical role. Strong freshers with demonstrated technical aptitude are welcome
Basic understanding of REST APIs: HTTP methods, status codes, and how to read a request/response
Ability to read and interpret logs, browser developer tools, and error messages to understand what happened before escalating
Familiarity with SQL: enough to write and run a basic query or understand what a query is checking
Comfortable using AI tools to accelerate investigation and resolution, not just for drafting responses
Clear, professional written communicator in English
SLA-aware. You understand what Priority and Severity mean and you act before a breach, not after
Calm under pressure
Empathetic and composed in difficult customer interactions. You do not escalate tension, you de-escalate it
Genuinely curious. You want to understand how things work, not just route tickets
Sound triage judgment. You know the difference between something you can solve and something that needs deeper expertise
Ownership instinct. The queue is yours during your shift, not just the tickets assigned to you
Ready to grow. You see this role as the foundation of a technical career, and you actively work towards TSE 2

Benefits

Comp & perks

24x7 global customer coverage

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

REST APIsSQLlog interpretationbrowser developer toolstroubleshootingticket managementAI tools usage

Soft Skills

clear communicationcalm under pressureempathycuriosityownershiptriage judgmentprofessionalism