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Harness · 4 hours ago

Senior Customer Success Engineer

United States

Full-time

Remote

Mid, Senior Level

$121K/yr - $148K/yr

5+ years exp

Harness is a leading AI-powered software delivery platform founded by technologist Jyoti Bansal. They are seeking a Senior Customer Success Engineer to resolve complex customer issues across the CI/CD stack, provide technical guidance, and mentor junior engineers.

Artificial Intelligence (AI)Developer ToolsDevOpsProductivity ToolsSaaS

H1B Sponsor Likely

Responsibilities

Own end-to-end resolution of complex customer issues across the CI/CD stack — pipelines, deployments, runners, artifacts, integrations, and more

Troubleshoot and debug infrastructure automation (Terraform, CloudFormation, Pulumi, etc.), pipeline misconfigurations, and environment-specific CI/CD behaviors

Serve as a CI/CD subject matter expert to enterprise customers during onboarding, implementation, and expansion across Harness modules

Lead incident triage and root cause analysis during escalations, coordinating cross-functionally and providing detailed feedback to engineering

Provide advanced technical guidance on database integrations (PostgreSQL, MongoDB, MySQL, etc.), secrets management, and service-to-service communication

Create and improve tooling to automate common tasks, diagnostics, and troubleshooting steps

Act as a senior escalation point for the Customer Engineering team and mentor junior engineers in best practices and tooling

Maintain detailed internal and external documentation, including implementation runbooks, troubleshooting guides, and customer playbooks

Surface patterns in customer issues to influence product roadmap, prioritize fixes, and advocate for usability improvements

Qualification

CI/CD systemsInfrastructure as CodeKubernetesLinux systemsCloud platformsDatabase integrationsScripting abilityCustomer interactionProblem-solvingDocumentation

Required

5–7 years of experience in a customer-facing engineering role, DevOps, or SRE with increasing scope and complexity

Deep experience supporting FinOps products and data-centric tools — such as LookerML or similar semantic modeling layers

Proficient in Linux systems, networking, and distributed architectures; strong debugging instincts and curiosity

Ability to dive deep into source code to understand how products work, and where they may have defects

Hands-on experience with Kubernetes (including Helm, CRDs) and cloud-native ecosystems

Strong scripting ability (Shell, Bash, JSON, YAML) and exposure to CI/CD pipelines and DevSecOps tooling

Familiar with major cloud platforms — AWS, GCP, Azure — and how enterprise customers utilize them at scale

Skilled in observability tools such as Datadog, Splunk, or Prometheus for diagnosing performance issues

Excellent communicator with the ability to empathize with customer pain while diving deep into technical details

Experience working with CRM/support tooling like Zendesk, Jira, and Confluence

Tenacious, detail-oriented, and customer-obsessed — you don't give up until the issue is solved 100%