HackerRank logo

Level 1 Technical Support Engineer

HackerRankHybrid in Bangalore, IndiaNew
Hybrid Full-time

Clicking Apply Now takes you to AutoApply where you can tailor your resume and apply.


Experience Level

Entry Level

Qualifications

Key ResponsibilitiesManage first responses on all incoming tickets within the defined SLA. Independently resolve questions regarding product usage, configuration challenges, and standard troubleshooting. Triage and escalate complex issues or tickets to TSE 2, providing complete context, including reproduction steps, relevant logs, and a detailed description of prior attempts. Actively monitor the ticket queue during your shift, flagging any stalled tickets or potential SLA breaches before they occur. Ensure comprehensive ticket management, including accurate tagging, thorough closure notes, and no unresolved tickets. Leverage AI tools to expedite ticket resolution, identify similar past issues, and document solutions to enhance team efficiency. Contribute to the knowledge base. Work collaboratively as part of a team that provides 24x7 global customer support, operating on a rotational shift schedule covering mornings, evenings, and weekends.

About the job

At HackerRank, we empower companies like NVIDIA, Amazon, and Microsoft to recruit and enhance the skills of the next generation of developers based on their capabilities, not their backgrounds. Our platform is relied upon by over 2,500 of the world's most innovative organizations to cultivate robust engineering teams prepared for future challenges.

As we enter an era where humans and AI collaborate seamlessly, the landscape of technical talent is evolving. We provide businesses with improved methods to identify and nurture next-generation skills.

The team at HackerRank is passionate about the impact of their efforts and pays meticulous attention to detail, ensuring our customers achieve remarkable success with products they genuinely appreciate. We operate with a sense of urgency, believing that exceptional results stem from maintaining high standards.

About the Role

As a Level 1 Technical Support Engineer, you will be the first point of contact for our customers at HackerRank. Your responsibilities will include managing the initial response for every incoming ticket, resolving issues independently where possible, and escalating more complex matters with thorough context and accurate triage.

This position serves as the gateway to a well-defined engineering growth trajectory. Technical Support Engineers who develop strong technical knowledge and communication skills will find a clear path to advancement. The most successful TSEs take pride in their accuracy in triaging issues, maintaining queue health, and ensuring high-quality interactions with customers, recognizing that their efforts form the cornerstone for everything that follows.

About HackerRank

HackerRank is at the forefront of helping companies identify and nurture technical talent. Our platform is trusted by thousands of innovative organizations worldwide to build strong engineering teams prepared for the future. We are committed to delivering high-quality solutions that help our clients succeed in a rapidly evolving technological landscape.

Similar jobs

Browse all companies, explore by city & role, or SEO search pages.

Tailoring 0 resumes

We'll move completed jobs to Ready to Apply automatically.