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, engineering lead for our Customer Experience organizations 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.
Support FEDRAMP activities as needed.

ABOUT YOU

3+ 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 Kubernetes and its ecosystem
Familiarity with monitoring tools (e.g., APM) and/or Log Analyzers (e.g., Splunk)
Knowledge of CRM systems (Zendesk, Jira, Confluence)
Experience with CI/CD tooling
FEDRAMP experience is a plus
U.S. Citizenship required

Work Location

Remote - Eastern Time Zone preferred

What you will have at Harness

Competitive compensation
Comprehensive healthcare benefits
Flexible Spending Account (FSA)
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

Pay transparency

$130,000—$150,000 USD

Harness in the news:

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex or national origin.

Note on Fraudulent Recruiting/Offers

We have become aware that there may be fraudulent recruiting attempts being made by people posing as representatives of Harness. These scams may involve fake job postings, unsolicited emails, or messages claiming to be from our recruiters or hiring managers.

Please note, we do not ask for sensitive or financial information via chat, text, or social media, and any email communications will come from the domain @harness.io. Additionally, Harness will never ask for any payment, fee to be paid, or purchases to be made by a job applicant. All applicants are encouraged to apply directly to our open jobs via our website. Interviews are generally conducted via Zoom video conference unless the candidate requests other accommodations.

If you believe that you have been the target of an interview/offer scam by someone posing as a representative of Harness, please do not provide any personal or financial information and contact us immediately at security@harness.io. You can also find additional information about this type of scam and report any fraudulent employment offers via the Federal Trade Commission’s website (https://consumer.ftc.gov/articles/job-scams), or you can contact your local law enforcement agency.

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