Support Engineer

Harmony•New York City, NY

4d•Hybrid

About The Position

Harmony gives every employee an always-on expert for every service request, inside the tools they already use. Deployed inside Slack and Microsoft Teams, its agents draw on a context graph connecting each employee's identity, devices, applications, and history, resolving requests across IT, HR, finance, procurement, and legal automatically, before a ticket ever opens. With 100+ prebuilt agents that deploy in days, not months, and a 70% no-touch resolution rate, Harmony removes the manual work from enterprise service without removing the humans who should own the hard problems. Built for IT and HR teams that are done waiting for their service platform to catch up with the rest of the business. In this role, you’ll be the first line of technical support for our customers. You’ll troubleshoot issues, investigate bugs, answer technical questions, and help customers get the most out of the platform. You’ll work closely with our Solution Engineering and Product teams to escalate effectively and make sure nothing falls through the cracks. This is a great launchpad into a broader technical career at a fast-growing company. We'll invest in your growth and give you real ownership from day one.

Requirements

2+ years of experience in technical support, IT helpdesk, or a related technical role
Solid foundational knowledge of IT concepts: networking basics, APIs, cloud infrastructure, and how enterprise software fits together
Strong troubleshooting instincts and a methodical approach to diagnosing problems
Clear written and verbal communication skills, especially when explaining technical topics to customers
Comfort working with ticketing systems, log analysis tools, and basic command-line operations
Curiosity and a genuine desire to learn. You don’t need to know everything, but you need to be the kind of person who figures things out
Proficiency with AI tools for research, troubleshooting, and writing
Ability to be on-site (Downtown Manhattan) 4 days/week

Nice To Haves

Degree in Computer Science, Information Technology, or a related field (or equivalent hands-on experience)
Familiarity with ITSM concepts and enterprise IT environments
Exposure to scripting or programming (Python, JavaScript, Bash, SQL)
Experience with monitoring or observability tools
Previous experience in a customer-facing technical role

Responsibilities

Serve as the primary point of contact for inbound customer support requests via email, chat, and ticketing systems
Troubleshoot technical issues across the Harmony platform, including configuration problems, integration errors, and unexpected behavior
Reproduce, document, and escalate bugs to the Engineering team with clear steps and context
Help customers understand platform capabilities, answer how-to questions, and guide them through workflows
Contribute to and maintain the knowledge base, FAQs, and internal runbooks so common issues get resolved faster over time
Monitor system health and proactively flag potential issues before they impact customers
Track and report on support trends, surfacing patterns that could inform product improvements