Technical Support Specialist

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.

About the team:

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.

About the role:

HackerRank seeks a Technical Support Specialist to join our high-impact, customer-obsessed team. As part of our frontline support, you'll be the first point of contact for customers, candidates, and community members, delivering clear, empathetic, and technically sound assistance. You'll help users navigate challenges and get the most out of our platform, communicating complex issues in a way that's easy to understand for both technical and non-technical audiences across email, chat, and phone.

As a Next-Gen AI Technical Support Specialist, you will be the first point of contact for our users, providing empathetic, timely, and technically sound solutions via email, chat, and phone. You'll work across all segments - customers, candidates, and community members, ensuring they get maximum value from the HackerRank platform.

This role is for someone energized by problem-solving, excited to build product fluency, and motivated to leave things better than they found them. You'll bridge the gap between human and machine, bringing empathy, curiosity, and technical skill to every interaction, while helping us scale smarter, not just faster.

What you'll do:

• 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.

You will thrive in this role if:

• You are a self-starter who collaborates smoothly with teams across different time zones.
• You take full ownership of issues from start to finish, approaching every challenge with a curious and solution-oriented mindset.
• You enjoy learning new tools, products, and concepts quickly and are naturally curious.
• You have worked with AI Support agents or automations in your previous experience.
• You communicate clearly and professionally in writing and on calls, while staying empathetic, customer-focused, and comfortable handling tough conversations.

What you bring:

• 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 Skill:

• Experience with cloud technology (AWS or GCP).
• Project management experience or certification.

Want to learn more about HackerRank? Check out to explore our products, solutions and resources, and dive into our story and mission here.

HackerRank is a proud equal employment opportunity and affirmative action employer. We provide equal opportunity to everyone for employment based on individual performance and qualification. We never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, marital, veteran, or disability status. All your information will be kept confidential according to EEO guidelines.

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