Position SummaryMost 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 roleTechnical 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 youRequired- 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 up a repetitive task.
- Comfortable getting on a call with a customer - able to communicate technical progress clearly and set honest expectations without over-promising.
- Proficiency with Linux systems and basic networking fundamentals - DNS, TLS, and how things behave differently across environments.
Nice to Have- Experience with application security tooling - SAST, SCA, DAST, API security scanning, or similar.
- Familiarity with feature flag systems, A/B testing, or experimentation platforms.
- Experience with code coverage tools (Codecov, Istanbul, JaCoCo, or similar) in CI/CD workflows.
- Hands-on experience with cloud platforms (AWS, GCP, Azure) - debugging IAM, networking, or environment-specific behaviour.
- Hands-on experience with Kubernetes (k8s), ECS, or Docker in a troubleshooting context.
- Comfortable reading source code to understand how a product works and form a hypothesis about what might be breaking.
- Infrastructure-as-Code experience - Terraform, Pulumi, CloudFormation, or similar.
- Experience with secrets management tools (HashiCorp Vault, AWS Secrets Manager, etc.).
- Comfortable using AI tools (GitHub Copilot, ChatGPT, or similar) to accelerate troubleshooting or build internal utilities.
You Might Be a Great Fit If You Are...- A developer or QA engineer who has worked with AppSec tools, feature flags, or CI/CD integrations and wants to move into a more customer-facing technical role.
- A DevOps or Platform Engineer who wants to apply infrastructure and debugging skills across a broader set of products and customer environments.
- A Support Engineer with strong technical depth who is ready to move beyond ticket queues into hands-on debugging and direct customer ownership.
- An SRE or Cloud Engineer who enjoys working directly with customers and solving problems that span multiple systems and teams.
Work Location- Remote - United States/Canada
What you will have at Harness- Competitive salary
- Comprehensive healthcare benefits
- Flexible Spending Account (FSA)
- Flexible work schedule
- Employee Assistance Program (EAP)
- Flexible Time Off and Parental Leave
- Monthly, quarterly, and annual social and team building events
- Monthly internet reimbursement
The anticipated base salary range for this position is between $148,000 and $160,000 annually. Salary is determined by a combination of factors including location, level, relevant experience, and skills. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. The compensation package for this position also includes a commission/variable component, which is based on performance, plus equity, and benefits. More details about our company benefits can be found at the following link: https://www.harness.io/company/careers.
Pay transparency
$121,000-$148,000 USD
