Customer Engineer

Harness is the AI Software Delivery Platform company, led by technologist and entrepreneur Jyoti Bansal (founder of AppDynamics, acquired by Cisco for $3.7B). Harness has raised approximately $570M in funding and is valued at $5.5B, backed by leading investors including Goldman Sachs, Menlo Ventures, IVP, Unusual Ventures, Citi Ventures, and more. As AI accelerates code creation, the real bottleneck has shifted to everything after the code – testing, deployments, application security, reliability, compliance, and cost optimization. Harness brings AI and automation to this “outer loop,” helping teams ship software faster while maintaining security and governance throughout the entire software delivery lifecycle. Powered by Harness AI and the Software Delivery Knowledge Graph, the Harness Platform applies deep context and intelligent automation across the software delivery lifecycle with governance and policy-driven controls embedded throughout the platform.  Over the past year, Harness powered over 185M deployments, 82M builds, 18T flag evaluations, 8M security scans, 9.1B optimized tests, 3T protected API calls, and helped manage $2.8B in cloud spend — enabling customers like United Airlines, Morningstar, and Choice Hotels to accelerate releases by up to 75%, reduce cloud costs by up to 60%, and achieve 10x DevOps efficiency.  With a global team across 26 offices and 27 countries, Harness is shaping the future of AI software delivery — and we’re looking for exceptional talent to help us move even faster.Position Summary Most of your day will be spent troubleshooting. Enterprise customers using Harness security, feature management, and code coverage products will come to you with complex, often ambiguous issues — and your job is to dig in, find the root cause, and see it through to resolution. You will own issues end-to-end, get on calls with customers, work closely with Engineering and Product to escalate and close problems quickly, and document what you learn so the whole team gets faster. This is a deeply technical role. You will trace failures through logs and APIs, write scripts when needed, and design solutions when the problem calls for it. We are not looking for someone who routes tickets — we are looking for someone who digs in and solves problems. This role is structured to grow with you. We invest in developing technical depth across the team, and the breadth of product areas you will work across means there is always something new to learn. If you are earlier in your career and have strong fundamentals and the right instincts, we want to hear from you. You will develop expertise in the following Harness modules over time. Prior knowledge of any of them is an advantage — but not a requirement. What matters is the ability to pick up a new technical product quickly and work in depth. Qwiet (SAST + SCA) — AI-powered static analysis for detecting code vulnerabilities, exposed secrets, and risky open-source dependencies. Traceable API Security — API discovery, runtime protection, and security testing integrated into CI/CD pipelines. Feature Management & Experimentation — Feature flags, targeted rollouts, A/B testing, and experimentation frameworks for engineering and product teams. Codecov — Code coverage reporting and analysis integrated into CI/CD workflows. About the role Technical Troubleshooting & Issue Resolution Own customer issues end-to-end — from first contact through root cause and resolution — across the product areas above. 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. Ownership of escalations grows as you build experience in the role. Customer Engagement Get on calls with customers to troubleshoot live — running screenshares, walking through logs, and driving toward resolution rather than deferring to async back-and-forth. Communicate clearly with both hands-on engineers and managers who need the summary version. Set honest expectations when issues are complex or slow-moving — customers should never be left wondering what is happening or who owns it. Support customers through onboarding and implementation, sharing best practices and helping them reach a stable, working configuration. Engineering & Product Collaboration 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 so hard-won knowledge stays in the team. Tooling & Automation When patterns emerge across customer issues, write scripts or automation to address them — reducing manual effort for yourself and the team. Use AI tools to accelerate diagnostics, draft documentation, or build lightweight utilities that make the team faster. About you Required 2+ years in a technical role where hands-on troubleshooting was a core part of the work — engineering, DevOps, SRE, QA, or similar. Customer-facing experience is a plus, not a requirement. Strong debugging instincts — you dig into logs, configs, and API responses methodically until you find the problem, and you don't give up when the first attempt doesn't work. Familiarity with CI/CD concepts and tooling — enough to understand how a pipeline is structured, how integrations fail, and how to trace a build or deployment failure. Scripting ability in at least one language (Python, Node.js, Bash, or similar) — enough to automate a diagnostic or clean