2+ years in technical support or a similar customer-facing technical role at a SaaS company
Strong troubleshooting skills with APIs, integrations, and system behavior
Comfortable reading API responses, JSON, and error messages
Experience with support platforms like Zendesk or Grafana
Clear written communication for diverse audiences
Calm under pressure with strong organizational skills
Ownership mindset, following issues through to resolution
Experience using AI tools like ChatGPT in daily work
Responsibilities
Own the support queue, triaging incoming issues and prioritizing them
Troubleshoot and resolve break/fix issues across the platform
Investigate root causes using logs, APIs, and product insights
Reproduce and document bugs for Engineering with clear context
Meet response and resolution SLAs while keeping customers updated
Collaborate with Engineering and sales teams to provide context on customer issues
Identify patterns in tickets to create fixes or knowledge base articles
Help establish support tooling and processes for scaling
Benefits
Competitive salary and benefits package
Comprehensive health, dental, and vision benefits
401(k) with company match
Collaborative, fast-moving team environment in Downtown Manhattan
Full Job Description
About the role
We're looking for a Support Engineer to be the first line of response for our customers. When something breaks, you're the first person they hear from: you find out why, fix it or drive the fix, and keep them confident in Harmony until it's resolved. How you handle those moments shapes how customers feel about us.
You'll own break/fix and triage end to end, working closely with Engineering and our pre-sales and post-sales teams. You'll be hands-on in the product every day, across integrations, workflows and agents, and you'll help build the support function as we scale.
There's a lot of room to grow here, and you'll have real ownership from day one.
What you'll do
Own the support queue: triage incoming issues, set priority and severity, and make sure nothing sits unowned
Troubleshoot and resolve break/fix issues across the platform, including integration errors, sync failures, workflow and agent misbehavior, and configuration problems
Investigate root cause using logs, APIs and the product itself, not just the customer's description
Reproduce, document and escalate bugs to Engineering with clear steps, impact and context, then follow them through to resolution
Meet response and resolution SLAs, and keep customers updated in Slack, Teams and email until the issue is closed
Work closely with Engineering and our pre-sales and post-sales teams so everyone has context on customer issues, and route anything that's really an adoption or configuration need to the right owner
Spot patterns across tickets and turn them into fixes, product feedback or knowledge base articles
Write and maintain runbooks, troubleshooting guides and KB articles so the next issue gets solved faster
Help set up the support tooling, processes and reporting we'll rely on as we scale
What we're looking for
Required qualifications
2+ years in technical support, support engineering, or a similar customer-facing technical role at a SaaS company
Strong troubleshooting skills: you can work through APIs, integrations, logs and system behavior to find the actual cause
Comfortable reading API responses, JSON and error messages, and testing with tools like Postman or curl
Experience with support platforms and observability tools such as Pylon, Zendesk, Intercom, Grafana, or Datadog
Clear written communication. You can explain a technical issue to an engineer and to an IT admin, and both understand you
Calm under pressure and organized. You can work a busy queue, prioritize by impact, and keep track of every open issue
Ownership mindset. You follow issues through to the end instead of passing them along
Experience using AI tools (Claude, ChatGPT, Copilot) as a natural part of how you work
Preferred qualifications
Familiarity with ITSM concepts and enterprise IT environments
Scripting experience (Python, JavaScript, or SQL)
Previous experience at an early-stage B2B SaaS company
What we offer
Competitive salary and benefits package
Comprehensive health, dental, and vision benefits
401(k) with company match
A collaborative, fast-moving team in Downtown Manhattan
