Technical Support Specialist

Company: HackerRank

Website: Visit Website

Business Type: Enterprise

Company Type: Product

Business Model: B2B

Funding Stage: Series D+

Industry: HR Tech

Job Description

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.
  

• 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
  
  

• 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 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.