Technical Support Specialist

HackerRank helps thousands of companies like OpenAI, NVIDIA, Mercedes and Amazon hire developers based on their skills vs. pedigree, and also nurtures a community of millions of developers to upskill themselves to become next-gen developers.

The people at HackerRank care deeply about their work and have an extremely intense work ethic. In many companies, speed & quality is a tradeoff. At HackerRank, it’s not -- we expect you to ship in about half the time that most competent people think is possible while maintaining a standard of quality you’d proudly sign your name on. The only way to make this happen is if you truly love your craft and are deeply committed to growth.

About the role

As a 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.

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.

Who you are

• A Support Specialist with 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

Even better if you

• Have a background in HR tech, developer tools, or assessment platforms.

• Experience using VS Code or other IDEs.

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

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.

Want to learn more about HackerRank? Check out HackerRank.com 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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Notice to prospective HackerRank job applicants:

• Our Recruiters use @hackerrank.com email addresses.

• We never ask for payment or credit check information to apply, interview, or work here.