Manager, Technical Support Engineering
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Job Description
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
About the role
As a support manager, you’ll lead a team that tackles complex integrations, resolves challenging issues, and delivers an exceptional customer experience. This role requires a hands-on, battle-tested leader who excels in complex and ambiguous situations, drives accountability, and motivates teams, within and beyond support, to raise the bar through automation, AI, and operational excellence.
What you’ll do
- Lead and develop a team of Technical Support Engineers based in AMER.
- Partner with Product, Engineering, and GTM to resolve systemic issues and drive automation that improves the customer experience.
- Design and own support operating mechanisms (e.g., SLOs, escalation paths, metrics) that prevent repeat issues and reduce manual toil.
- Lead from the front by personally handling complex L2/L3 support cases and customer escalations, while setting the technical and quality bar for the team.
- Design and own automation or AI-driven workflows that reduce manual support effort or repeat escalations.
Who you are
- A seasoned support leader with 4+ years of experience, including 2+ years directly managing technical support or solutions engineering teams in a SaaS environment.
- A bold operator with strong operational rigor who thrives in complex, high-stakes environments and raises the bar across teams.
- An assertive communicator who cuts through ambiguity, influences decisively, and drives accountability across functions.
- Hands-on and deeply technical; able to personally debug customer issues involving APIs, authentication, integrations, logs, and production systems.
- You set a high bar for execution and transform support teams into disciplined, high-performing engines of progress.
- Proven people manager who has hired, coached, and managed performance for a team of technical support or solutions engineers, including addressing underperformance.
Even better if you have
- Experience with HR tech, ATS systems, or developer productivity tools.
You will thrive in this role if
- You are comfortable pushing Product and Engineering teams with data and customer impact when quality or reliability falls short.
Compensation
- Base salary range: $180,000 - 185,000.
- This range doesn’t include bonuses, stock options, or benefits for which you will be eligible.
- Final offer may vary based on skills, experience, location, and other compensation components.
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.
Automate your job search with Sonara.
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