Customer Engineer I

About this role

Harness is the AI Software Delivery Platform company, led by technologist and entrepreneur Jyoti Bansal (founder of AppDynamics, acquired by Cisco for $3.7B). Harness has raised approximately $570M in funding and is valued at $5.5B, backed by leading investors including Goldman Sachs, Menlo Ventures, IVP, Unusual Ventures, Citi Ventures, and more. As AI accelerates code creation, the real bottleneck has shifted to everything after the code – testing, deployments, application security, reliability, compliance, and cost optimization. Harness brings AI and automation to this “outer loop,” helping teams ship software faster while maintaining security and governance throughout the entire software delivery lifecycle.

Powered by Harness AI and the Software Delivery Knowledge Graph, the Harness Platform applies deep context and intelligent automation across the software delivery lifecycle with governance and policy-driven controls embedded throughout the platform.

Over the past year, Harness powered over 185M deployments, 82M builds, 18T flag evaluations, 8M security scans, 9.1B optimized tests, 3T protected API calls, and helped manage $2.8B in cloud spend — enabling customers like United Airlines, Morningstar, and Choice Hotels to accelerate releases by up to 75%, reduce cloud costs by up to 60%, and achieve 10x DevOps efficiency.

With a global team across 26 offices and 27 countries, Harness is shaping the future of AI software delivery — and we’re looking for exceptional talent to help us move even faster.

Position Summary

We are looking for a Customer Experience Engineer to join our Customer Engineering team. This is a remote role that combines community-level front-end support with a highly technical DevOps role. We are looking for enthusiastic individuals to be at the forefront of Harness’ tools and troubleshooting.

You'll work directly with enterprise and PLG customers to troubleshoot issues in a variety of cloud technologies, including all Cloud Providers, Git, and Harness’ security and test products. Working alongside experienced engineers, you'll help customers resolve technical problems, escalate issues, and direct the flow of issues within the organization, while managing advanced cloud SaaS solutions in the process

Beyond troubleshooting, you'll help improve internal tooling, automation, and AI-powered utilities to enable our Customer Engineering organization to work more efficiently. There is plenty of opportunity to improve processes at Harness through both traditional and AI-driven workflows. You'll have opportunities to build workflows and functions that improve both the customer and engineer experience.

This is an excellent opportunity for customer support professionals who want to drive communities and long-term solutions forward while working directly with customers.

About the role

Customer Troubleshooting & Technical Resolution

• Troubleshoot customer issues in Tier Three help desk issues, for Community and PLG customers in Harness

• Investigate deployment failures, pipeline issues, networking problems, runner connectivity, and infrastructure configuration.

• Participate in customer troubleshooting sessions through video calls, screen sharing, and remote debugging.

• Analyze logs, metrics, and monitoring data to identify root causes.

• Read source code when needed to better understand product behavior and assist with issue investigation.

• Escalate complex issues appropriately while gathering high-quality diagnostic information for Engineering.

• Document findings, reproduction steps, and resolutions to improve future support processes

Customer Engagement

• Work directly with enterprise customers throughout troubleshooting and implementation activities.

• Clearly communicate technical findings and progress throughout the lifecycle of an issue.

• Build trusted relationships through technical expertise and responsive communication.

• Assist customers through Harness escalation processes and procedures

Internal Tooling and Automation

• Help maintain internal documentation, troubleshooting guides, and runbooks.

• Continuously identify opportunities to improve customer support processes through automation

About you

Required

• 1-3 years of experience in Technical Support Engineering, Technical Support role

• Experience with at least one major cloud platform (AWS, Azure, or GCP), with exposure to a second platform considered a plus.

• Understanding of SCM/VCS systems like Git, Bitbucket, and repositories

• Working knowledge of Application and Systems integration, and interoperability using APIs, JSON/XML/YAML, Service Integration, and Data Exchange.

• Experience working directly with customers to troubleshoot technical issues.

• Familiarity with Linux systems, networking fundamentals (DNS, TLS, HTTP, load balancing), and distributed applications.

• Comfortable reading logs…