Candidate should have 2+ years of experience providing technical support for SaaS platforms/ enterprise customers.
Proficiency in at least one programming language (e.g., JavaScript, Python, Java, etc.), and basic knowledge of SQL and APIs.
Ability to manage high ticket volumes while maintaining quality, empathy, and ownership of each case.
Willingness and flexibility to work nights, weekends, and holidays as part of a global coverage model.
Familiarity with ticketing tools such as Pylon or Linear (a plus).
Exposure to integrations, ATS platforms or recruiting technologies
Bonus Skills-
Experience with cloud technology (AWS or GCP)
Project management experience or certification
Key Responsibilities-
Engage with customers via phone, email, and chat to ensure effective utilization of HackerRank products by providing clear guidance, resolving issues promptly, and maintaining a high standard of customer satisfaction through effective communication using Pylon.
Demonstrate expertise in HackerRank s products across customers, candidates, and community users, serving as a subject matter expert.
Enable customers by guiding them on the effective use of platform features.
Step in to provide quick, on-the-spot demos when needed to showcase how features work.
Serve as the first line of triage and response for the inbound ticket queue.
Stay updated on new releases and share insights to improve usability and the overall customer experience.
Perform in-depth troubleshooting while assessing the customer s technical skill level and communicating accordingly.
Collaborate with Tier 2 and Tier 3 engineers to escalate and resolve technical issues and bugs.
Work Experience: 3 – 5 Years
Job Location: Bangalore, Hybrid, India
About HackerRank
At HackerRank, we are on a mission to change the world to value skills over pedigree. We are a high-performing, mission-driven team that truly, madly, deeply cares about what we do. We don t see velocity and quality as tradeoffs; both matter. If you take pride in high-impact work and thrive in a driven team, HackerRank is where you belong.
HackerRank s Global Technical Support organization is the first point of contact between our customers and the company. As part of the Product and Engineering organization, we are vital in delivering exceptional experiences with our products and services. Our support model includes a 24/7 frontline helpdesk operated by 3 Technical Support Specialists (TSS) based in the Bangalore region, who closely partner with Product, Engineering, and Customer Success to drive technical excellence and customer satisfaction.
How to Apply? Click Here to Apply Now
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