Technical Support Specialist

At HackerRank, we help over 2,500 of the most prestigious logos across industries find, hire and upskill amazing developer talent using our SaaS-based Developer Skills Platform. We pioneered and continue to lead the developer skills market. At HackerRank, we are passionate about our mission to 'Change the world to value skills over pedigree'.

This position is full-time and remote within India.HackerRank is looking for a new Technical Support Specialist to join our team. You will focus on providing friendly, professional customer service while problem-solving and communicating technical issues to technical and non-technical customer audiences via email and chat.

While having “desired” qualifications makes for a strong candidate, we encourage applicants with alternative experiences to apply. If your career is starting or hasn't followed a traditional path, don't let that stop you from considering HackerRank. We always look for people who will bring something new to the table!

As a global customer care team offering 24/7 support, this role requires shift work including nights, weekends, and holidays.  

In this role, you'll:

• Connect with customers via phone, email, and chat methods to ensure customers’ effective use of HackerRank products

• Demonstrate product expertise with HackerRank’s Developer Skills product suite, serving as a subject matter expert for our customers

• Provide a front-lines triage and response function to the inbound ticket queue, where you will be measured on your ability to respond quickly to incoming calls, chat, and tickets

• Ensure ticket metadata is accurate for all issues on triage

• Gather clarifying details on every issue to remove ambiguity, especially for those tickets escalated to tier 2. 

• Monitor internal Slack channels, providing updates on issues to internal team members  

• Stay up to speed with our product landscape, maintaining expertise level even when new products are released. 

We are looking for:

• Open availability, including weekends, nights, and holidays

• 1-2 years of demonstrated experience supporting and troubleshooting SaaS software applications

• Attention to detail and ability to master our products quickly

• Excellent verbal and written communication skills

• Customer-focused and empathetic, diplomatically addressing customer concerns and providing feedback.

• Ability to prioritize a high-volume workload

• Ability to work collaboratively with team members in different geographic locations and time zones, but also able to thrive on your own when necessary

Desired:

• Zendesk, JIRA, or similar ticketing systems

• Supporting enterprise customers

• Attained a technical degree or experience in software development or a related field

• Prior experience as a software developer (including internship experience) or with technical project work 

• 1-2 years experience with at least one of the following: 

  • A scripting or programming language (Java, .Net, Ruby, Python, Node.js, Typescript, Javascript, etc.)

  • SQL  

  • Unix

  • API

Bonus if you have experience in these areas:

• Supporting integrations of any kind

• Supporting ATS products and technologies 

• Supporting APIs (Rest, Soap, etc.)

• Experience with cloud technology (AWS or GCP)

• Project management experience or certification

• Software development intern experience with a major SaaS provider

Benefits & Perks:

We have a full package of competitive benefits and perks which include:

• One-time home office set up stipend

• Monthly Remote Work Enablement Stipend

• Professional Development Reimbursement

• Wellbeing Benefits (Headspace, etc)

• Flexible paid time off, paid leave for new parents, and flexible work hours

• Insurance for all employees (term life, personal accident, medical) along with medical insurance for their dependents

• Employee stock options

About HackerRank:

HackerRank is a Y Combinator alumnus backed by tier-one Silicon Valley VCs with total funding of over $100 million. The HackerRank Developer Skills Platform is the standard for assessing developer skills for 2,500+ companies across industries and 23M+ developers worldwide. Companies like LinkedIn, Stripe, and Peloton rely on HackerRank to objectively evaluate skills against millions of developers at every hiring process, allowing teams to hire the best and reduce engineering time. Developers rely on HackerRank to turn their skills into great jobs. We’re data-driven givers who take full ownership of our work and love delighting our customers!

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.

Notice to prospective HackerRank job applicants: We’ve noticed fake accounts posing as HackerRank Recruiters on Linkedin and through text. These imposters trick you into paying them for jobs/providing credit check information. Here’s how to spot the real deal:

• Our Recruiters use @hackerrank.com email addresses.

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

Thanks for your interest in HackerRank!