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Harness

Software Delivery Simplified.

Customer Engineer

Implementation SpecialistCustomer SuccessFull TimeRemoteMid LevelTeam 501-1,000Since 2016H1B SponsorCompany SiteLinkedIn

Location

United States

Posted

3 days ago

Salary

$148K - $160K / year

Seniority

Mid Level

Job Description

Customer Engineer

Harness

• Own customer issues end-to-end — from first contact through root cause and resolution — across the product areas above. • Debug failures across integrations, APIs, agents, scanners, pipeline configurations, and runtime environments. • Use observability tooling (Datadog, Splunk, Prometheus, CloudWatch, or similar) to trace failures and identify root causes. • Reproduce bugs with clean, minimal reproduction steps and drive resolution in partnership with Engineering. • Participate in incident triage during escalations — help coordinate, communicate clearly, and deliver precise technical findings. Ownership of escalations grows as you build experience in the role. • Get on calls with customers to troubleshoot live — running screenshares, walking through logs, and driving toward resolution rather than deferring to async back-and-forth. • Communicate clearly with both hands-on engineers and managers who need the summary version. • Set honest expectations when issues are complex or slow-moving — customers should never be left wondering what is happening or who owns it. • Support customers through onboarding and implementation, sharing best practices and helping them reach a stable, working configuration. • Escalate issues to Engineering and Product with enough context to act immediately — reproduction steps, environment details, logs, and your own read on likely root cause. • Surface patterns across customer issues to influence roadmap, prioritise fixes, and advocate for usability improvements. • Maintain runbooks, troubleshooting guides, and playbooks so hard-won knowledge stays in the team. • When patterns emerge across customer issues, write scripts or automation to address them — reducing manual effort for yourself and the team. • Use AI tools to accelerate diagnostics, draft documentation, or build lightweight utilities that make the team faster.

Job Requirements

  • 2+ years in a technical role where hands-on troubleshooting was a core part of the work — engineering, DevOps, SRE, QA, or similar. Customer-facing experience is a plus, not a requirement.
  • Strong debugging instincts — you dig into logs, configs, and API responses methodically until you find the problem, and you don't give up when the first attempt doesn't work.
  • Familiarity with CI/CD concepts and tooling — enough to understand how a pipeline is structured, how integrations fail, and how to trace a build or deployment failure.
  • Scripting ability in at least one language (Python, Node.js, Bash, or similar) — enough to automate a diagnostic or clean up a repetitive task.
  • Comfortable getting on a call with a customer — able to communicate technical progress clearly and set honest expectations without over-promising.
  • Proficiency with Linux systems and basic networking fundamentals — DNS, TLS, and how things behave differently across environments.

Benefits

  • Competitive salary
  • Comprehensive healthcare benefits
  • Flexible Spending Account (FSA)
  • Flexible work schedule
  • Employee Assistance Program (EAP)
  • Flexible Time Off and Parental Leave
  • Monthly, quarterly, and annual social and team building events
  • Monthly internet reimbursement

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