Senior Customer Experience Engineer (Looker/LookML)

Harness; United States; Remote; USD 90,000 - 120,000; Full time

Job summary

A leading software delivery company seeks a Senior Customer Experience Engineer to provide expert support for their Cloud Cost Management customers using Looker. The ideal candidate has extensive experience with Looker and LookML, strong debugging and troubleshooting skills, and the ability to work cross-functionally to enhance customer satisfaction and platform performance. This is a full-time position ideal for professionals with a background in BI Engineering or Customer Engineering.

Qualifications

• 5-7+ years in a BI Engineering or Looker Developer role.
• Proven success in customer-facing technical roles.
• Strong debugging skills and attention to detail.

Responsibilities

• Serve as Looker/LookML expert for CCM customers.
• Assist in customizing dashboards and reporting templates.
• Work with CCM engineering team to resolve complex issues.

Skills

Looker

LookML

SQL

ETL/data pipeline tools

Cloud platforms (AWS, GCP, Azure)

Customer-facing troubleshooting

Documentation and playbooks creation

Tools

Git

Snowflake

PostgreSQL

MySQL

Job description

Senior Customer Experience Engineer (Looker/LookML)

Direct message the job poster from Harness

Harness is a high-growth company that is disrupting the software delivery market. Our mission is to enable the 30 million software developers in the world to deliver code to their users reliably, efficiently, securely and quickly, increasing customers’ pace of innovation while improving the developer experience. We offer solutions for every step of the software delivery lifecycle to build, test, secure, deploy and manage reliability, feature flags and cloud costs. The Harness Software Delivery Platform includes modules for CI, CD, Cloud Cost Management, Feature Flags, Service Reliability Management, Security Testing Orchestration, Chaos Engineering, Software Engineering Insights and continues to expand at an incredibly fast pace.

Harness is led by technologist and entrepreneur Jyoti Bansal, who founded AppDynamics and sold it to Cisco for $3.7B. We’re backed with $425M in venture financing from top-tier VC and strategic firms, including J.P. Morgan, Capital One Ventures, Citi Ventures, ServiceNow, Splunk Ventures, Norwest Venture Partners, Adage Capital Partners, Balyasny Asset Management, Gaingels, Harmonic Growth Partners, Menlo Ventures, IVP, Unusual Ventures, GV (formerly Google Ventures), Alkeon Capital, Battery Ventures, Sorenson Capital, Thomvest Ventures and Silicon Valley Bank.

Position Summary

As a Senior Customer Experience Engineer at Harness.io, you will be the primary technical expert supporting our Cloud Cost Management (CCM) customers using our white‑labeled Looker platform. You’ll partner directly with customers to troubleshoot issues, customize dashboards, and guide them in maximizing value from Looker and LookML. This role sits at the intersection of customer success and engineering—working closely with CCM engineering, product, and customer‑facing teams to ensure smooth deployments, scalable solutions, and a world‑class customer experience.

About the role

• Serve as the Looker/LookML subject‑matter expert for CCM customers, supporting them through tickets, Zoom sessions, and hands‑on troubleshooting.
• Assist customers in customizing dashboards and reporting templates to meet their specific analytics needs, while guiding them on Looker’s model and best practices.
• Debug LookML code, optimize dashboards, and advise on performance tuning to ensure scalable, high‑quality reporting experiences.
• Work closely with the CCM engineering team to resolve complex issues, elevate product feedback, and contribute to platform improvements.
• Create and maintain documentation, playbooks, and knowledge resources to empower customers and internal teams.
• Stay current with Looker/BI trends and tools, continuously enhancing Harness’ white‑labeled Looker integration to deliver best‑in‑class analytics.

About you

• 5‑7+ years in a BI Engineering, Looker Developer, or Customer Engineering role with strong hands‑on exposure to Looker and LookML.
• Proven success in customer‑facing technical roles—comfortable troubleshooting live, presenting solutions, and translating business needs into technical implementations.
• Ability to work cross‑functionally with engineering, product, and customer success teams.
• Attention to detail, strong debugging skills, and adaptability to handle diverse customer requirements.
• Experience with cloud platforms (AWS, GCP, Azure), ETL/data pipeline tools, and version control systems like Git.
• Proficiency in Looker dashboarding, LookML development, and debugging.
• Strong SQL skills, with the ability to model and transform data for efficient reporting.
• Familiarity with data warehousing concepts and relational databases (e.g., Snowflake, PostgreSQL, MySQL).

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

Seniority level: Mid‑Senior level

Employment type: Full‑time

Job function: Customer Service and Information Technology

Industries: Software Development