Director, Technical Support Engineering

About the role

This is a working manager 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.

What you’ll do

• 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.

Who you are

• 4+ years in technical support leadership, including 2+ years 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.

Compensation

The base salary range for this role is $180,000 - 185,000, plus a target 15% annual bonus tied to individual and company performance. You will also receive equity (stock options) and a comprehensive package of cash and non-cash benefits.