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About the Role

As a Support Engineer, you will be the first line of response for customers, responsible for troubleshooting and resolving issues to ensure customer confidence in Harmony. You will own break/fix and triage processes end-to-end, collaborating with Engineering and sales teams, and contributing to the growth of the support function.

Responsibilities

Own the support queue, triaging incoming issues, setting priority and severity, and ensuring no issue remains unowned.
Troubleshoot and resolve break/fix issues across the platform, including integration errors, sync failures, workflow and agent misbehavior, and configuration problems.
Investigate root causes using logs, APIs, and the product.
Reproduce, document, and escalate bugs to Engineering with clear steps, impact, and context, and track them to resolution.
Meet response and resolution SLAs, and provide timely updates to customers via Slack, Teams, and email.
Collaborate with Engineering and pre-sales/post-sales teams to ensure context on customer issues and route adoption or configuration needs appropriately.
Identify patterns in tickets to create fixes, provide product feedback, or develop knowledge base articles.
Write and maintain runbooks, troubleshooting guides, and KB articles.
Assist in setting up support tooling, processes, and reporting for scalability.

Requirements

2+ years in technical support, support engineering, or a similar customer-facing technical role at a SaaS company.
Strong troubleshooting skills, including working with APIs, integrations, logs, and system behavior.
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 skills, capable of explaining technical issues to both engineers and IT administrators.
Ability to remain calm under pressure, work a busy queue, prioritize by impact, and track open issues.
Ownership mindset with a commitment to following issues through to resolution.
Experience using AI tools (Claude, ChatGPT, Copilot) as part of daily workflow.
Familiarity with ITSM concepts and enterprise IT environments.
Scripting experience (Python, JavaScript, or SQL).
Previous experience at an early-stage B2B SaaS company.

Skills

Technical Support
Support Engineering
Customer-Facing Technical Roles
SaaS
Troubleshooting
APIs
Integrations
Logs
System Behavior Analysis
API Responses
JSON
Error Message Analysis
Postman
curl
Support Platforms
Observability Tools
Pylon
Zendesk
Intercom
Grafana
Datadog
Written Communication
Technical Explanation
Pressure Management
Organization
Prioritization
Issue Tracking
Ownership
AI Tools
Claude
ChatGPT
Copilot
ITSM Concepts
Enterprise IT Environments
Scripting
Python
JavaScript
SQL
B2B SaaS

Location

Downtown Manhattan

Work Type

Full-time

Experience Level

2+ years

Benefits

Competitive salary and benefits package
Comprehensive health, dental, and vision benefits
401(k) with company match

About the Company

Harmony gives every employee an always-on expert for every service request, inside the tools they already use.
Deployed inside Slack and Microsoft Teams, its agents draw on a context graph connecting each employee's identity, devices, applications, and history, resolving requests across IT, HR, finance, procurement, and legal automatically, before a ticket ever opens.
With 100+ prebuilt agents that deploy in days, not months, and a 70% no-touch resolution rate, Harmony removes the manual work from enterprise service without removing the humans who should own the hard problems.
Built for IT and HR teams that are done waiting for their service platform to catch up with the rest of the business.

Equal Opportunity

Harmony is an equal opportunity employer.
We celebrate the diverse backgrounds, perspectives, and experiences that make our team stronger.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, pregnancy, veteran status, or any other characteristic protected by applicable federal, state, or local law.