Director, Technical Support Engineering
External
Hackerrank · Hybrid IN Santa Clara, CAPrepare for this interview
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About the role
This is a leadership role leading a team that helps thousands of companies and millions of developers get the most out of HackerRank's technical assessment and interview platform. You'll personally handle escalations, debug real customer issues, and build automated and agentic workflows that make the team more effective. The hands-on work is a feature of this role, giving you the customer and product context to lead with credibility and strengthen your team.
Responsibilities
- Lead and develop a team of Technical Support Engineers in AMER, supporting customers who integrate HackerRank into their technical hiring workflows.
- Partner with Product, Engineering, and GTM to surface and resolve systemic issues, whether that's a broken ATS integration, a flawed assessment configuration, or a reliability gap impacting a customer's hiring pipeline.
- Design and own support operations that prevent recurring issues.
- Personally handle complex L2/L3 cases and customer escalations, setting the technical and quality bar for the team.
- Identify workflows ripe for automation and build agents yourself using low-code/no-code tools like n8n, Zapier, or Make, or by querying LLM APIs for more custom solutions.
Requirements
- 8+ years in technical support leadership, including experience in directly managing support or solutions engineering teams in a SaaS environment, ideally in HR tech, ATS, or developer tools.
- A player/coach, equally comfortable debugging a gnarly customer issue as coaching your team or presenting escalation trends to leadership.
- Hands-on and deeply technical, able to personally debug issues involving APIs, authentication, ATS integrations, webhooks, and production systems.
- Experienced in building workflow automation for support or operations, at minimum with low-code/no-code tools, with a plus for LLM API experience or more sophisticated agentic builds.
- A proven people manager who has hired, coached, and managed performance, including addressing underperformance.
- Even better if you have
- Direct experience supporting ATS integrations or technical hiring platforms.
- A measurable track record of reducing support volume or handle time through agentic workflows.
- You will thrive in this role if
- You're energized by doing the work, not just managing it.
- You believe skills over pedigree applies to how you build and develop your team, not just the product.
Benefits
Additional Information
HackerRank helps companies like NVIDIA, Amazon, and Microsoft hire and upskill the next generation of developers based on skills, not pedigree. Our platform is trusted by over 2,500 of the world's most innovative companies to build strong engineering teams ready for what's next. Software has entered an era where humans and AI build side by side. As this shift accelerates, the definition of strong technical talent is changing. We give companies better ways to identify and invest in next-generation skills. People at HackerRank care deeply about the impact of their work and sweat the small details so our customers can be wildly successful with products they genuinely love to use. We move with urgency and believe great outcomes come from high standards
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