Technical Lead - Customer Experience Job at Harness.io
Harness is a high-growth startup that is disrupting the software delivery market. Our mission is to enable the 30 million software developers in the world to deliver code to their users reliably, efficiently, securely and quickly, increasing customers’ pace of innovation while improving the developer experience. We offer solutions for every step of the software delivery lifecycle to build, test, secure, deploy and manage reliability, feature flags and cloud costs. The Harness Software Delivery Platform includes modules for CI, CD, Cloud Cost Management, Feature Flags, Service Reliability Management, Security Testing Orchestration, Chaos Engineering, and continues to expand at an incredibly fast pace.
Harness is led by technologist and entrepreneur Jyoti Bansal, who founded AppDynamics and sold it to Cisco for $3.7B. We’re backed with $425M in venture financing from top-tier VC and strategic firms, including J.P. Morgan, Capital One Ventures, Citi Ventures, ServiceNow, Splunk Ventures, Norwest Venture Partners, Adage Capital Partners, Balyasny Asset Management, Gaingels, Harmonic Growth Partners, Menlo Ventures, IVP, Unusual Ventures, GV (formerly Google Ventures), Alkeon Capital, Battery Ventures, Sorenson Capital, Thomvest Ventures and Silicon Valley Bank.
POSITION SUMMARY
We're looking for a highly technical, engineering lead for our Customer Experience organizations 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.
KEY RESPONSIBILITIES
- Work as a support team lead, providing incident management and customer problem resolution for our CD product.
- Troubleshoot issues and collaborate with Engineering (as required) to provide solutions
- Team up with the account managers (CSM) to onboard and support our customers
- Assist in customer installs and integrations
- Provide technical guidance and best practices as the subject matter expert in our product
- Help write and maintain our internal and external knowledge base
- Advocate customer needs/issues cross-departmentally.
ABOUT YOU
- 8+ years of experience as a technical support/escalation resource for enterprises in a similar or related field
- Significant experience working with Linux OS
- Scripting knowledge (Bash/Shell/JSON/YAML)
- Strong knowledge of cloud technologies
- 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 Docker, K8S, Helm, and traditional software deployment methods
- Familiarity with monitoring tools (e.g., APM) and/or Log Analyzers (e.g., Splunk)
- Knowledge of CRM systems (Zendesk, Jira, Confluence)
- Good understanding of authentication protocols (SAML/OAuth/LDAP)
WHAT YOU WILL HAVE AT HARNESS
- Competitive salary
- Comprehensive healthcare benefits
- Flexible Spending Account (FSA)
- Flexible work schedule
- Employee Assistance Program (EAP)
- Paid Time Off and Parental Leave
- Monthly, quarterly, and annual social and team building events
- TGIF-Off program
- Remote office stipend
- Monthly internet reimbursement
- Monthly Food & Beverage Reimbursement Program
- #LI-REMOTE
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