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    Harness

  • Senior Customer Experience Engineer

Senior Customer Experience Engineer

Engineering · CA, United States of America

Job description

Harness is a high-growth company 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, Software Engineering Insights 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

As a Technical Support Engineer, you will be responsible for quickly resolving highly technical, complex issues in our customers’ diverse environments. Your role will be critical in maintaining the trust of our customers and ensuring strong customer satisfaction. You will be working directly with our customers in defining issues, resolving them, or leading a cross-functional team to drive resolutions. You will actively drive knowledge sharing and knowledge creation and will author customer facing knowledge base articles. You will also architect and implement tools to improve our support and sales processes.

About the role

  • Troubleshoot and resolve customer issues that may arise.
  • Contribute to training videos and knowledge base articles published on our website.
  • Define, architect, and implement processes and solutions that foster a world-class customer support experience.
  • Prioritize customer issues and work with our Engineers to fix in a timely manner.
  • Able to reproduce customer issues in our own sandboxes to diagnose problems.
  • Proactively communicate with customers to provide technical assistance and training.
  • Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience.
  • Gather customer requirements and communicate them accordingly to help shape the product roadmap.
  • Maintain and continually improve official technical documentation, assist in the development of training videos and contribute to knowledge base articles published on our website.

About you

  • Previous experience providing technical support for an enterprise grade SaaS product.
  • Technical fluency with at least one development platform supported by Split: .NET, PHP, Python, Node.js, Java, JavaScript, Ruby/Rails, Go, iOS, and Android.
  • Experience working with APIs or building integrations between SaaS services.
  • Personable and capable of collaborating with a dedicated group and interacting with peers and internal departments.Personable and able to work as a member of small team and to interact with peers and internal departments.
  • Attention to details with a strong work ethic, desire to learn and be challenged, self-driven and motivated.
  • Eagerness to learn quickly about a new product and industry vertical, and to receive constructive feedback to further improve your success in the role.

Work Location

Mountain View or San Francisco CA, Hybrid. Can consider remote people within the Pacific time zone. Pacific time zone is a hard requirement. 

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
Pay transparency
$150,000—$165,000 USD

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