Remote Customer Experience Engineer - Cloud & DevOps

Split Software; United States; On-site; 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 events and internet stipend

Job summary

Harness is seeking a Customer Experience Engineer to join our Customer Engineering team. This is a remote role combining community-level front-end support with a highly technical DevOps function.

You’ll troubleshoot issues across cloud technologies, including all Cloud Providers, Git, and Harness technologies, while guiding enterprise and PLG customers through problem resolution. You’ll collaborate with experienced engineers to resolve technical problems, elevate issues, and manage advanced

Qualifications

• 1-3 years in Technical Support Engineering
• Experience with at least one cloud platform (AWS/Azure/GCP)
• Familiar with Git, Bitbucket, and repositories
• Experience troubleshooting for customers
• Familiar with Linux, networking, and distributed apps
• Strong written and verbal communication

Responsibilities

• Troubleshoot customer issues in Tier Three help desk for Community and PLG customers in Harness
• Investigate deployment failures, pipeline issues, networking problems, runner connectivity, and infrastructure configuration
• Participate in customer troubleshooting sessions via video calls, screen sharing, and remote debugging
• Analyze logs, metrics, and monitoring data to identify root causes
• Read source code when needed to understand product behavior and assist with issue investigation
• Escalate complex issues and gather diagnostic information for Engineering
• Document findings, reproduction steps, and resolutions to improve future processes
• Work directly with enterprise customers throughout troubleshooting and implementation activities
• Communicate technical findings and progress to stakeholders
• Build trusted relationships through technical expertise and responsive communication
• Assist customers through escalation processes and procedures
• Maintain internal documentation, troubleshooting guides, and runbooks
• Identify opportunities to improve processes through automation

Skills

Technical Support

Cloud platforms

Git/Bitbucket

APIs & data exchange

Customer troubleshooting

Linux basics

Networking basics

Communication skills

Job description

Harness is seeking a Customer Experience Engineer to join our Customer Engineering team. This is a remote role combining community-level front-end support with a highly technical DevOps function.

You’ll troubleshoot issues across cloud technologies, including all Cloud Providers, Git, and Harness technologies, while guiding enterprise and PLG customers through problem resolution. You’ll collaborate with experienced engineers to resolve technical problems, elevate issues, and manage advanced