Support Engineer — Rapid, Impactful SaaS Troubleshooter

Old Harmony; New York (NY); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Competitive salary and benefits

Health, dental, and vision benefits

401(k) with company match

Downtown Manhattan team

Job summary

Harmony in Downtown Manhattan seeks a Support Engineer to be the first line of response for customers. You will own break/fix, triage end-to-end, and work closely with Engineering and pre/post-sales teams. You’ll be hands-on with integrations, workflows and agents, building the support function as we scale.

You’ll develop runbooks, KB articles and guides, meet SLAs, and help ensure a smooth customer experience. This is day-one ownership with real impact on product quality and customer confidence.

Qualifications

• 2+ years in technical support at a SaaS company.
• Strong troubleshooting across APIs, integrations, and logs.
• Reading API responses, JSON, and error messages; testing with Postman or curl.
• Experience with support platforms and observability tools such as Pylon, Zendesk, Intercom, Grafana, or Datadog.
• Clear written communication to engineers and IT admins.
• Calm under pressure; organized with a busy queue and ownership mindset.
• Experience using AI tools (Claude, ChatGPT, Copilot).

Responsibilities

• Own the support queue: triage incoming issues, set priority and severity, and ensure no issue 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 customer descriptions.
• Reproduce, document and escalate 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 closed.
• Work with Engineering and pre/post-sales teams so issues have context and route adoption/configuration needs to the right owner.
• Spot patterns across tickets and turn them into fixes, product feedback or KB articles.
• Write and maintain runbooks, troubleshooting guides and KB articles to speed up resolution.

Skills

Troubleshooting

Clear communication

Ownership mindset

Calm under pressure

Tools

Postman

curl

Zendesk

Grafana

Datadog

Pylon

Job description

Harmony in Downtown Manhattan seeks a Support Engineer to be the first line of response for customers. You will own break/fix, triage end-to-end, and work closely with Engineering and pre/post-sales teams. You’ll be hands-on with integrations, workflows and agents, building the support function as we scale.

You’ll develop runbooks, KB articles and guides, meet SLAs, and help ensure a smooth customer experience. This is day-one ownership with real impact on product quality and customer confidence.