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Customer Experience Engineer



Customer Service
Posted on Friday, June 7, 2024
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

We're looking for a highly technical engineer for our Customer Experience organisation who can elegantly simplify complex technical topics. You will represent Harness’ suite of products and execute deep troubleshooting to drive resolution to customer issues as quickly as possible. Provide insightful suggestions for improvements and enhancements that can be executed by-product and development teams.

About the role

  • Deliver happiness to our users - handle and resolve Tier 1-3 product support issues with minimum involvement from developers. Run the incident management process for major customer issues and resolve them in the timely manner meeting the SLA.
  • Help our users with onboarding, third party integrations, license management and feature requests
  • Collaborate with Product and Engineering (as required) teams to enhance the user experience of the platform
  • Team up with the account managers (CSM) to onboard and support our customers
  • Provide technical guidance and best practices as the subject matter expert in our modules
  • Help write and maintain our internal and external knowledge base
  • Advocate customer needs/issues cross-functionally

About you

  • 2+ years of experience as a developer or in devops engineer/sre roles
  • Significant experience working with Linux
  • Scripting knowledge (Bash/Shell/JSON/YAML)
  • Strong knowledge with one of the cloud native platform
  • Ability to troubleshoot networking issues that may prevent communication between different components
  • Excellent customer-facing skills and interest in working with customers onsite and remotely
  • Hands-on experience with Kubernates and its ecosystem
  • Familiarity with monitoring tools (e.g., APM) and/or Log Analyzers (e.g., Splunk)
  • Knowledge of CRM systems (Zendesk, Jira, Confluence)

Work Location

Bangalore. The successful candidate will be expected to be in the Bangalore office 3x / week.

What you will have at Harness

  • Competitive compensation
  • Comprehensive healthcare benefits
  • Employee Assistance Program (EAP)
  • Paid Time Off and Parental Leave
  • Monthly, quarterly, and annual social and team-building events
  • Recharge & Reset Program
  • Monthly internet reimbursement
  • Commuter benefits