Support Engineer - New York

Harmony•New York, NY

1d•$100,000 - $130,000

About The Position

Harmony is hiring a Support Engineer to serve as the first line of response for customers. The role owns break/fix support and triage from initial report through resolution, investigating issues, resolving them or driving the fix, and keeping customers informed and confident throughout. The Support Engineer works closely with Engineering and pre-sales and post-sales teams, and works hands-on across Harmony’s integrations, workflows, and agents. The role also contributes to building the support function as the company scales, with ownership from day one and room to grow.

Requirements

At least 2 years of experience in technical support, support engineering, or a similar customer-facing technical role at a SaaS company.
Strong troubleshooting skills, including working with APIs, integrations, logs, and system behavior to identify root causes.
Comfort reading API responses, JSON, and error messages, and testing with tools such as Postman or curl.
Experience with support platforms and observability tools such as Pylon, Zendesk, Intercom, Grafana, or Datadog.
Clear written communication skills, including the ability to explain technical issues to engineers and IT administrators.
Ability to stay calm under pressure, organize a busy queue, prioritize by impact, and track open issues.
An ownership mindset and willingness to follow issues through to completion.
Experience using AI tools such as Claude, ChatGPT, or Copilot as a natural part of work.

Nice To Haves

Familiarity with ITSM concepts and enterprise IT environments.
Scripting experience in Python, JavaScript, or SQL.
Previous experience at an early-stage B2B SaaS company.

Responsibilities

Own the support queue by triaging incoming issues, setting priority and severity, and ensuring every issue has an owner.
Troubleshoot and resolve platform break/fix issues, including integration errors, sync failures, workflow and agent misbehavior, and configuration problems.
Investigate root causes using logs, APIs, and the product.
Reproduce and document bugs, escalate them to Engineering with clear steps, impact, and context, and follow them through to resolution.
Meet response and resolution SLAs and keep customers updated in Slack, Teams, and email until issues are closed.
Coordinate with Engineering and pre-sales and post-sales teams, ensuring they have context on customer issues and routing adoption or configuration needs to the appropriate owner.
Identify ticket patterns and turn them into fixes, product feedback, or knowledge base articles.
Write and maintain runbooks, troubleshooting guides, and knowledge base articles.
Help establish support tooling, processes, and reporting as the support function scales.