Customer Engineer

Harness

9d•$148,000 - $160,000•Remote

About The Position

Harness is seeking a Customer Engineer to troubleshoot complex issues for enterprise customers using their security, feature management, and code coverage products. This deeply technical role involves owning issues end-to-end, digging into logs and APIs, writing scripts, and collaborating with Engineering and Product teams to find root causes and resolutions. The role offers opportunities for technical growth and learning across various Harness modules, including Qwiet (SAST + SCA), Traceable API Security, Feature Management & Experimentation, and Codecov. The company is backed by leading investors and is a leader in AI Software Delivery.

Requirements

2+ years in a technical role where hands-on troubleshooting was a core part of the work — engineering, DevOps, SRE, QA, or similar.
Strong debugging instincts — methodical approach to logs, configs, and API responses.
Familiarity with CI/CD concepts and tooling.
Scripting ability in at least one language (Python, Node.js, Bash, or similar).
Comfortable getting on a call with a customer — able to communicate technical progress clearly and set honest expectations.
Proficiency with Linux systems and basic networking fundamentals — DNS, TLS.

Nice To Haves

Experience with application security tooling — SAST, SCA, DAST, API security scanning, or similar.
Familiarity with feature flag systems, A/B testing, or experimentation platforms.
Experience with code coverage tools (Codecov, Istanbul, JaCoCo, or similar) in CI/CD workflows.
Hands-on experience with cloud platforms (AWS, GCP, Azure) — debugging IAM, networking, or environment-specific behaviour.
Hands-on experience with Kubernetes (k8s), ECS, or Docker in a troubleshooting context.
Comfortable reading source code to understand how a product works and form a hypothesis about what might be breaking.
Infrastructure-as-Code experience — Terraform, Pulumi, CloudFormation, or similar.
Experience with secrets management tools (HashiCorp Vault, AWS Secrets Manager, etc.).
Comfortable using AI tools (GitHub Copilot, ChatGPT, or similar) to accelerate troubleshooting or build internal utilities.
Customer-facing experience is a plus.

Responsibilities

Own customer issues end-to-end — from first contact through root cause and resolution — across the product areas of Qwiet, Traceable API Security, Feature Management & Experimentation, and Codecov.
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.
Get on calls with customers to troubleshoot live — running screenshares, walking through logs, and driving toward resolution.
Communicate clearly with both hands-on engineers and managers who need the summary version.
Set honest expectations when issues are complex or slow-moving.
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.
Write scripts or automation to address emerging patterns across customer issues.
Use AI tools to accelerate diagnostics, draft documentation, or build lightweight utilities.