Support Engineer: Own Break/Fix for SaaS Platform

Harmony; New York (NY); On-site; USD 85,000 - 125,000; Full time

Benefits offered by this job

Competitive salary and benefits

Comprehensive health, dental, and vis​

401(k) with company match

Downtown Manhattan team

Job summary

Harmony is hiring a Support Engineer to be the first point of contact for customers. You will own break/fix and triage end to end, work with Engineering and pre/post-sales teams, and stay hands-on with integrations and workflows. You will help build the support function as we scale, with ownership from day one.

You’ll meet SLAs, reproduce bugs, document steps, and create KBs to prevent future issues, while maintaining clear communication through Slack, Teams, and email as issues are resolved.

Qualifications

• 2+ years in technical support, support engineering, or a similar customer-facing technical role at a SaaS company.
• Strong troubleshooting skills: you can work through APIs, integrations, logs and system behavior to find the actual cause
• Comfortable reading API responses, JSON and error messages, and testing with tools like Postman or curl
• Experience with support platforms and observability tools such as Pylon, Zendesk, Intercom, Grafana, or Datadog
• Clear written communication. You can explain a technical issue to an engineer and to an IT admin, and both understand you
• Calm under pressure and organized. You can work a busy queue, prioritize by impact, and keep track of every open issue
• Ownership mindset. You follow issues through to the end instead of passing them along
• Experience using AI tools (Claude, ChatGPT, Copilot) as a natural part of how you work

Responsibilities

• Own the support queue: triage incoming issues, set priority and severity, and make sure nothing sits unowned
• Troubleshoot and resolve break/fix issues across the platform, including integration errors, sync failures, workflow and agent misbehavior, and configuration problems
• Investigate root cause using logs, APIs and the product itself, not just the customer's description
• Reproduce, document and escalade bugs to Engineering with clear steps, impact and context, then follow them through to resolution
• Meet response and resolution SLAs, and keep customers updated in Slack, Teams and email until the issue is closed
• Work closely with Engineering and our pre-sales and post-sales teams so everyone has context on customer issues, and route anything that's really an adoption or configuration need to the right owner
• Spot patterns across tickets and turn them into fixes, product feedback or knowledge base articles
• Write and maintain runbooks, troubleshooting guides and KB articles so the next issue gets solved faster
• Help set up the support tooling, processes and reporting we'll rely on as we scale

Skills

Troubleshooting

Customer-facing

APIs/JSON

Tools

Pylon

Zendesk

Intercom

Grafana

Datadog

Job description

Harmony is hiring a Support Engineer to be the first point of contact for customers. You will own break/fix and triage end to end, work with Engineering and pre/post-sales teams, and stay hands-on with integrations and workflows. You will help build the support function as we scale, with ownership from day one.

You’ll meet SLAs, reproduce bugs, document steps, and create KBs to prevent future issues, while maintaining clear communication through Slack, Teams, and email as issues are resolved.