Customer Engineer

🔥 12 hours ago

🇺🇸 United States – Remote

💵 $148k - $160k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

🛠️ Implementation Specialist

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Harness

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2016

☁️ SaaS

🔒 Cybersecurity

Software • SaaS • Cybersecurity

Harness is an AI-native software delivery platform that empowers engineering and DevOps teams to achieve high levels of engineering excellence. It offers innovative DevOps tools such as Continuous Delivery and GitOps, Continuous Integration, Feature Management and Experimentation, Infrastructure as Code Management, and Chaos Engineering. The platform is designed to enhance software delivery through automation and insights, improving developer productivity and experience. Harness integrates security in the delivery pipeline to ensure the integrity of the software supply chain and optimizes cloud spend with its cloud cost management tools. Additionally, Harness AI assists with various aspects of software delivery, leveraging automation to simplify tasks and improve efficiency. Harness's solutions help businesses modernize their DevOps processes, secure software delivery, and optimize cloud expenditures.

📋 Description

• Own customer issues end-to-end — from first contact through root cause and resolution — across the product areas above. • Debug failures across integrations, APIs, agents, scanners, pipeline configurations, and runtime environments. • Use observability tooling (Datadog, Splunk, Prometheus, CloudWatch, or similar) to trace failures and identify root causes. • Reproduce bugs with clean, minimal reproduction steps and drive resolution in partnership with Engineering. • Participate in incident triage during escalations — help coordinate, communicate clearly, and deliver precise technical findings. Ownership of escalations grows as you build experience in the role. • Get on calls with customers to troubleshoot live — running screenshares, walking through logs, and driving toward resolution rather than deferring to async back-and-forth. • Communicate clearly with both hands-on engineers and managers who need the summary version. • Set honest expectations when issues are complex or slow-moving — customers should never be left wondering what is happening or who owns it. • Support customers through onboarding and implementation, sharing best practices and helping them reach a stable, working configuration. • Escalate issues to Engineering and Product with enough context to act immediately — reproduction steps, environment details, logs, and your own read on likely root cause. • Surface patterns across customer issues to influence roadmap, prioritise fixes, and advocate for usability improvements. • Maintain runbooks, troubleshooting guides, and playbooks so hard-won knowledge stays in the team. • When patterns emerge across customer issues, write scripts or automation to address them — reducing manual effort for yourself and the team. • Use AI tools to accelerate diagnostics, draft documentation, or build lightweight utilities that make the team faster.

🎯 Requirements

• 2+ years in a technical role where hands-on troubleshooting was a core part of the work — engineering, DevOps, SRE, QA, or similar. Customer-facing experience is a plus, not a requirement. • Strong debugging instincts — you dig into logs, configs, and API responses methodically until you find the problem, and you don't give up when the first attempt doesn't work. • Familiarity with CI/CD concepts and tooling — enough to understand how a pipeline is structured, how integrations fail, and how to trace a build or deployment failure. • Scripting ability in at least one language (Python, Node.js, Bash, or similar) — enough to automate a diagnostic or clean up a repetitive task. • Comfortable getting on a call with a customer — able to communicate technical progress clearly and set honest expectations without over-promising. • Proficiency with Linux systems and basic networking fundamentals — DNS, TLS, and how things behave differently across environments.

🏖️ Benefits

• Competitive salary • Comprehensive healthcare benefits • Flexible Spending Account (FSA) • Flexible work schedule • Employee Assistance Program (EAP) • Flexible Time Off and Parental Leave • Monthly, quarterly, and annual social and team building events • Monthly internet reimbursement