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, Cleo, etc)
• Generous 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, flexible work hours, and time off