Customer Engineer

Sway; Northern (KY); Hybrid; USD 75,000 - 80,000; Full time

Benefits offered by this job

Competitive salary

Comprehensive healthcare benefits

Flexible Spending Account (FSA)

Flexible work schedule

Employee Assistance Program (EAP)

Flexible Time Off and Parental Leave

Monthly social events

Monthly internet reimbursement

Job summary

Harness is seeking a Customer Experience Engineer to join our Customer Engineering team. This remote role combines community-level front-end support with a highly technical DevOps focus, helping enterprise and PLG customers troubleshoot issues across cloud technologies.

You'll work with Terraform, Kubernetes, and cloud platforms, read logs and sometimes source code to resolve problems, and contribute to internal tooling and automation to improve efficiency and issue resolution.

Qualifications

• 1–3 years in Technical Support Engineering or similar role.
• Experience with at least one major cloud platform (AWS/Azure/GCP).
• Familiarity with Git, Bitbucket, and repository workflows.
• Experience troubleshooting with customers and product issues.
• Familiarity with Linux, networking, and distributed systems.
• Strong written and verbal communication skills.

Responsibilities

• Troubleshoot Tier Three issues for Community and PLG customers.
• Investigate deployment failures and infrastructure configuration.
• Participate in video calls, screen sharing, remote debugging.
• Analyze logs and metrics to identify root causes.
• Read source code to understand product behavior.
• Document findings and resolutions to improve processes.
• Engage with enterprise customers during troubleshooting and implementation.
• Help maintain internal tooling and automation.

Tools

Kubernetes

Docker

Terraform

Pulumi

CloudFormation

Vault

Job description

Harness is the AI Software Delivery Platform company, led by technologist and entrepreneur Jyoti Bansal (founder of AppDynamics, acquired by Cisco for $3.7B). Harness has raised approximately $570M in funding and is valued at $5.5B, backed by leading investors including Goldman Sachs, Menlo Ventures, IVP, Unusual Ventures, Citi Ventures, and more. As AI accelerates code creation, the real bottleneck has shifted to everything after the code – testing, deployments, application security, reliability, compliance, and cost optimization. Harness brings AI and automation to this “outer loop,” helping teams ship software faster while maintaining security and governance throughout the entire software delivery lifecycle.

Powered by Harness AI and the Software Delivery Knowledge Graph, the Harness Platform applies deep context and intelligent automation across the software delivery lifecycle with governance and policy-driven controls embedded throughout the platform.

Over the past year, Harness powered over 185M deployments, 82M builds, 18T flag evaluations, 8M security scans, 9.1B optimized tests, 3T protected API calls, and helped manage $2.8B in cloud spend — enabling customers like United Airlines, Morningstar, and Choice Hotels to accelerate releases by up to 75%, reduce cloud costs by up to 60%, and achieve 10x DevOps efficiency.

With a global team across 26 offices and 27 countries, Harness is shaping the future of AI software delivery — and we’re looking for exceptional talent to help us move even faster.

Position Summary

We are looking for a Customer Experience Engineer to join our Customer Engineering team. This is a remote role that combines community-level front-end support with a highly technical DevOps role. We are looking for enthusiastic individuals to be at the forefront of Harness’ tools and troubleshooting.

You'll work directly with enterprise and PLG customers to troubleshoot issues in a variety of cloud technologies, including all Cloud Providers, Git, and Harness’ security and test products. Working alongside experienced engineers, you'll help customers resolve technical problems, elevate issues, and direct the flow of issues within the organization, while managing advanced cloud SaaS solutions in the process

Beyond troubleshooting, you'll help improve internal tooling, automation, and AI-powered utilities to enable our Customer Engineering organization to work more efficiently. There is plenty of opportunity to improve processes at Harness through both traditional and AI-driven workflows. You'll have opportunities to build workflows and functions that improve both the customer and engineer experience.

This is an excellent opportunity for customer support professionals who want to drive communities and long-term solutions forward while working directly with customers.

About the role

Customer Troubleshooting & Technical Resolution

• Troubleshoot customer issues in Tier Three help desk issues, for Community and PLG customers in Harness
• Investigate deployment failures, pipeline issues, networking problems, runner connectivity, and infrastructure configuration.
• Participate in customer troubleshooting sessions through video calls, screen sharing, and remote debugging.
• Analyze logs, metrics, and monitoring data to identify root causes.
• Read source code when needed to better understand product behavior and assist with issue investigation.
• Escalate complex issues appropriately while gathering high-quality diagnostic information for Engineering.
• Document findings, reproduction steps, and resolutions to improve future support processes

Customer Engagement

• Work directly with enterprise customers throughout troubleshooting and implementation activities.
• Clearly communicate technical findings and progress throughout the lifecycle of an issue.
• Build trusted relationships through technical expertise and responsive communication.
• Assist customers through Harness escalation processes and procedures

Internal Tooling and Automation

• Help maintain internal documentation, troubleshooting guides, and runbooks.
• Continuously identify opportunities to improve customer support processes through automation

About you

Required

• 1-3 years of experience in Technical Support Engineering, Technical Support role
• Experience with at least one major cloud platform (AWS, Azure, or GCP), with exposure to a second platform considered a plus.
• Understanding of SCM/VCS systems like Git, Bitbucket, and repositories
• Working knowledge of Application and Systems integration, and interoperability using APIs, JSON/XML/YAML, Service Integration, and Data Exchange.
• Experience working directly with customers to troubleshoot technical issues.
• Familiarity with Linux systems, networking fundamentals (DNS, TLS, HTTP, load balancing), and distributed applications.
• Comfortable reading logs and source code to assist with troubleshooting.
• Strong written and verbal communication skills with both technical and non-technical audiences.

Nice to Have

• Knowledge of Kubernetes, Docker, and containerized applications is a plus
• Experience with Infrastructure-as-Code tools such as Terraform, Pulumi, or CloudFormation.
• Experience with secrets management platforms such as Vault or AWS Secrets Manager.
• Familiarity with AI-assisted development tools, including GitHub Copilot or ChatGPT.

You Might Be a Great Fit If You Are...

• A Support Engineer who has touched and worked with Cloud Providers, looking to expand their knowledge and experience
• A DevOps Technical Support wanting to work more closely with customers in a PLG environment and has a curiosity and hunger to learn about all CI/CD technologies
• An experienced Technical Support or Customer Experience Engineer who enjoys solving infrastructure problems and writing code.

Work Location

• Remote - United States/Canada

What you will have at Harness

• 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

The anticipated base salary range for this position is between $75,000 and $80,000 annually. Salary is determined by a combination of factors including location, level, relevant experience, and skills. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. The compensation package for this position also includes a commission/variable component, which is based on performance, plus equity, and benefits. More details about our company benefits can be found at the following link: https://www.harness.io/company/careers.

Pay transparency

$75,000 — $80,000 USD

Harness in the news:

• Accelerating Our Mission to Bring AI to Everything After Code
• Goldman Sachs leads investment in software delivery startup Harness at $5.5 billion valuation
• How Harness runs 16 “startups within a startup” at scale | Jyoti Bansal
• Harness Research Shows AI Visibility Crisis Fueling Security Nightmare
• Harness has been named to the Inc. Power Partner list for software delivery success

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex or national origin.

At Harness, we care about your privacy and are committed to protecting your personal data. For additional information on this topic, you can visit our privacy Portal: https://harness-privacy.relyance.ai/