Customer Experience Engineering Lead - Remote

Overview

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.

In Short

• 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 a timely manner meeting the SLA.
• Help our users with onboarding, third party integrations, license management and feature requests.
• Collaborate with Product and Engineering teams to enhance the user experience of the platform.
• Team up with account managers 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.

Requirements

• 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 platforms.
• 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.

Benefits

• 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.