engineering
Posted 1 weeks agoTechnical Support Engineer, L2
at HackerRank
IndiaHybrid
Responsibilities
- Own complex technical escalations from investigation through customer closure, with no loose ends
- Collaborate with Engineering on confirmed bugs: write structured, reproducible reports, drive follow-through on fixes, and own the customer closure once resolved
- Lead incident management and own customer-facing Root Cause Analyses for high-severity issues, driving structured internal escalation, clear communication cadence, and post-incident summaries.
- Manage multiple open tickets simultaneously, prioritising accurately without losing SLA compliance or communication quality
- Identify recurring patterns and surface them as runbooks or process improvements. Own the system, not just the symptom
- Built internal tools or automations that measurably improved team efficiency You will thrive in this role if
Requirements
- Software has entered an era where humans and AI build side by side.
- Use AI tools actively and creatively to accelerate debugging, contribute lightweight code fixes, identify patterns across your queue, and build solutions that make the team more effective
- experience in technical support or product support for a B2B SaaS platform
- Solid SQL skills. You write your own queries to investigate data issues and validate platform behaviour
- Working knowledge of SSO, SAML, and OAuth flows; able to independently diagnose authentication and identity configuration issues
- Hands-on coding ability in Python or similar at a solutions-engineering level, comfortable reading, writing, and adapting scripts for debugging, automation, and lightweight fixes
- Familiarity with log analysis and observability tools for tracing API and integration failures
- Experience debugging ATS or HR tech integrations (Greenhouse, Lever, Workday, or similar)
- Used AI coding tools (Claude, Cursor, Copilot, or similar) to debug, automate, or build
- You treat AI as a capability multiplier, building with it rather than just prompting it
- You go further than required when a customer needs it and take genuine pride in making every interaction count