Position Summary

We're looking for a highly technical engineer for our Customer Experience organisation who can elegantly simplify complex technical topics. You will represent Harness’ suite of products and execute deep troubleshooting to drive resolution to customer issues as quickly as possible. Provide insightful suggestions for improvements and enhancements that can be executed by-product and development teams.

About the role

• Deliver happiness to our users - handle and resolve Tier 1-3 product support issues with minimum involvement from developers. Run the incident management process for major customer issues and resolve them in the timely manner meeting the SLA.
• Help our users with onboarding, third party integrations, license management and feature requests
• Collaborate with Product and Engineering (as required) teams to enhance the user experience of the platform
• Team up with the account managers (CSM) to onboard and support our customers
• Provide technical guidance and best practices as the subject matter expert in our modules
• Help write and maintain our internal and external knowledge base
• Advocate customer needs/issues cross-functionally

About you

• 2+ years of experience as a developer or in devops engineer/sre roles
• Significant experience working with Linux
• Scripting knowledge (Bash/Shell/JSON/YAML)
• Strong knowledge with one of the cloud native platform
• Ability to troubleshoot networking issues that may prevent communication between different components
• Excellent customer-facing skills and interest in working with customers onsite and remotely
• Hands-on experience with Kubernates and its ecosystem
• Familiarity with monitoring tools (e.g., APM) and/or Log Analyzers (e.g., Splunk)
• Knowledge of CRM systems (Zendesk, Jira, Confluence)