Customer Experience Engineer I/II

Harness

8d•$100,000 - $135,000•Remote

About The Position

Join our Customer Engineering team, where you'll own complex, often ambiguous technical issues for enterprise customers, broken pipelines, deployment failures, connectivity problems, misconfigured infrastructure through to resolution, and feed what you learn back to Product and Engineering. This role works whether you're early in your career and want to get hands-on with real production systems fast, with mentorship built in or you're an experienced DevOps/SRE/platform engineer who wants direct customer impact without giving up hands-on coding.

Requirements

2+ years in a customer-facing engineering, DevOps, SRE, or platform role or equivalent depth from internships, personal projects, or open-source work. Depth and curiosity matter more than years.
Hands-on with Kubernetes, ECS, and Docker, plus at least one major cloud platform (AWS, GCP, or Azure).
Solid grasp of CI/CD concepts and Linux/networking fundamentals.
Scripting ability (Python, Node.js, Bash, or similar) and enough coding experience : coursework, projects, or professionals to read source code and make small, guided changes.
Clear written and verbal communication comfortable driving a customer call and writing up findings for both engineers and managers.
A fast learner, comfortable getting hands-on in unfamiliar systems.

Nice To Haves

Leading customer build engagements independently, as you build a track record beyond shadowing.
Contributing more deeply to internal AI/LLM tooling as the practice matures.
Exposure to observability tooling, Infrastructure-as-Code, AI agents/MCP, and secrets management.

Responsibilities

Own customer cases end-to-end on your team, triage, root-cause analysis, and resolution across Kubernetes, ECS, Docker, and AWS/GCP/Azure including occasional customer build engagements (~20–30% of time) where you'll shadow and co-build alongside a senior engineer.
Contribute to customer-facing tooling and small product fixes alongside Product and Engineering, turning patterns from your casework into reusable diagnostics, dashboards, or bug fixes.
Lead or actively participate in customer calls and screen shares, communicating findings clearly to both engineers and managers.
Build internal scripts and diagnostic tools that speed up the team's casework, with growing exposure to our AI/LLM-powered internal tooling as that practice matures.
Turn recurring patterns into run books, playbooks, and reusable templates for the broader team.