Customer Experience Engineer I/II

harnessinc; United States; Remote; USD 100,000 - 135,000; Full time

Benefits offered by this job

Remote within US/Canada

Healthcare

FSA

EAP

Flexible time off

Parental leave

Flexible work schedule

Monthly internet reimbursement

Team-building events

Job summary

Harness is seeking a remote, customer‑facing engineer to handle complex issues for enterprise customers. You will triage, analyze root causes, and resolve problems across Kubernetes, ECS, Docker, and major cloud platforms.

Roles include shadowing senior engineers on build engagements, contributing diagnostics, and developing runbooks and tooling to improve team efficiency. Strong scripting and communication are essential, with a fast learner mindset for unfamiliar systems.

Qualifications

• At least 2 years in a customer-facing engineering, DevOps, SRE, or platform role or equivalent depth from internships, projects, or open-source work.
• Hands-on experience with Kubernetes, ECS, Docker, and at least one major cloud provider (AWS, GCP, or Azure).
• Solid grasp of CI/CD concepts and Linux and networking fundamentals.
• Scripting ability in Python, Node.js, Bash, or similar with ability to read and modify code.
• Strong written and verbal communication; comfortable leading customer calls and documenting findings.
• Fast learner and comfortable working hands-on in unfamiliar systems.

Responsibilities

• Own customer cases end to end, including triage and root-cause analysis across Kubernetes, ECS, Docker, and cloud platforms.
• Participate in customer build engagements, shadowing and co-building with senior engineers.
• Contribute small product fixes and customer-facing tooling; turn recurring patterns into reusable diagnostics or dashboards.
• Lead or participate in customer calls and screen shares, communicating findings to engineers and managers.
• Build internal scripts and diagnostic tools to accelerate casework, including exposure to AI/LLM tooling.
• Turn recurring patterns into runbooks, playbooks, and reusable templates for the wider team.

Skills

Kubernetes

ECS

Docker

CI/CD concepts

Linux

Networking

Python

Node.js

Bash

Clear communication

Tools

Kubernetes

ECS

Docker

Job description

Role overview

This role sits on a customer engineering team handling complex, often ambiguous technical issues for enterprise customers, from broken pipelines and deployment failures to misconfigured infrastructure. It blends hands‑on coding, customer communication, and the ability to translate recurring patterns into shared tools and playbooks. The position is remote within the United States and Canada, with a disclosed pay range of $100,000 to $135,000 USD, and suits both early-career engineers and experienced DevOps, SRE, or platform engineers.

Responsibilities

• Own customer cases end to end, including triage, root‑cause analysis, and resolution across Kubernetes, ECS, Docker, and at least one major cloud platform.
• Participate in occasional customer build engagements, initially shadowing and co‑building alongside senior engineers.
• Contribute small product fixes and customer‑facing tooling with Product and Engineering, turning repeated support patterns into reusable diagnostics or dashboards.
• Lead or actively participate in customer calls and screen shares, communicating findings to engineers and managers alike.
• Build internal scripts and diagnostic tools that accelerate the team's casework, including exposure to AI/LLM‑powered tooling.
• Turn recurring patterns into runbooks, playbooks, and reusable templates for broader team use.

Requirements

• At least 2 years in a customer-facing engineering, DevOps, SRE, or platform role, or equivalent depth from internships, personal projects, or open-source work.
• Hands‑on experience with Kubernetes, ECS, and Docker, plus at least one major cloud provider such as AWS, GCP, or Azure.
• Solid grasp of CI/CD concepts and Linux and networking fundamentals.
• Scripting ability in Python, Node.js, Bash, or similar, with enough coding experience to read source and make small guided changes.
• Clear written and verbal communication, comfortable driving customer calls and writing up findings.
• Fast learner who is comfortable getting hands‑on in unfamiliar systems.

Nice to have

• Exposure to observability tooling, Infrastructure-as-Code, AI agents, Model Context Protocol, and secrets management.

Benefits and work setup

• Remote within the United States or Canada.
• Disclosed compensation range of $100,000 to $135,000 USD.
• comprehensive healthcare
• FSA
• EAP
• flexible time off
• parental leave
• a flexible work schedule
• monthly internet reimbursement
• recurring social and team‑building events