Software Engineer II - Customer Experience at Harnessinc

Harness is the AI Software Delivery Platform company, led by technologist and entrepreneur Jyoti Bansal (founder of AppDynamics, acquired by Cisco for $3.7B). Harness has raised approximately $570M in funding and is valued at $5.5B, backed by leading investors including Goldman Sachs, Menlo Ventures, IVP, Unusual Ventures, Citi Ventures, and more. As AI accelerates code creation, the real bottleneck has shifted to everything after the code – testing, deployments, application security, reliability, compliance, and cost optimization. Harness brings AI and automation to this “outer loop,” helping teams ship software faster while maintaining security and governance throughout the entire software delivery lifecycle. Powered by Harness AI and the Software Delivery Knowledge Graph, the Harness Platform applies deep context and intelligent automation across the software delivery lifecycle with governance and policy-driven controls embedded throughout the platform. Over the past year, Harness powered over 185M deployments, 82M builds, 18T flag evaluations, 8M security scans, 9.1B optimized tests, 3T protected API calls, and helped manage $2.8B in cloud spend — enabling customers like United Airlines, Morningstar, and Choice Hotels to accelerate releases by up to 75%, reduce cloud costs by up to 60%, and achieve 10x DevOps efficiency. With a global team across 26 offices and 25 countries, Harness is shaping the future of AI software delivery — and we’re looking for exceptional talent to help us move even faster. Position Summary We're looking for a highly technical engineer for our Customer Experience organisation who can elegantly simplify complex technical topics. You will represent Harness’ suite of products and execute deep troubleshooting to drive resolution to customer issues as quickly as possible. Provide insightful suggestions for improvements and enhancements that can be executed by-product and development teams. About the role • Deliver happiness to our users - handle and resolve Tier 1-3 product support issues with minimum involvement from developers. Run the incident management process for major customer issues and resolve them in the timely manner meeting the SLA. • Help our users with onboarding, third party integrations, license management and feature requests • Collaborate with Product and Engineering (as required) teams to enhance the user experience of the platform • Team up with the account managers (CSM) to onboard and support our customers • Provide technical guidance and best practices as the subject matter expert in our modules • Help write and maintain our internal and external knowledge base • Advocate customer needs/issues cross-functionally About you • 2+ years of experience as a developer or in devops engineer/sre roles • Significant experience working with Linux • Scripting knowledge (Bash/Shell/JSON/YAML) • Strong knowledge with one of the cloud native platform • Ability to troubleshoot networking issues that may prevent communication between different components • Excellent customer-facing skills and interest in working with customers onsite and remotely • Hands-on experience with Kubernates and its ecosystem • Familiarity with monitoring tools (e.g., APM) and/or Log Analyzers (e.g., Splunk) • Knowledge of CRM systems (Zendesk, Jira, Confluence) Work Location Bangalore. The successful candidate will be expected to be in the Bangalore office 3x / week. What you will have at Harness • Competitive compensation • Comprehensive healthcare benefits • Employee Assistance Program (EAP) • Paid Time Off and Parental Leave • Monthly, quarterly, and annual social and team-building events • Recharge & Reset Program • Monthly internet reimbursement • Commuter benefits Harness in the news: • Accelerating Our Mission to Bring AI to Everything After Code • Goldman Sachs leads investment in software delivery startup Harness at $5.5 billion valuation • How Harness runs 16 “startups within a startup” at scale | Jyoti Bansal • Harness Research Shows AI Visibility Crisis Fueling Security Nightmare • Harness has been named to the Inc. Power Partner list for software delivery success All qualified applicants will receive consideration for employment without regard to race, color, religion, sex or national origin. Note on Fraudulent Recruiting/Offers We have become aware that there may be fraudulent recruiting attempts being made by people posing as representatives of Harness. These scams may involve fake job postings, unsolicited emails, or messages claiming to be from our recruiters or hiring managers. Please note, we do not ask for sensitive or financial information via chat, text, or social media, and any email communications will come from the domain @harness.io. Additionally, Harness will never ask for any payment, fee to be paid, or purchases to be made by a job applicant. All applicants are encouraged to apply directly to our open jobs via our website. Interviews are generally conducted via Zoom video conference unless the candidate requests other accommodations. If you believe that you have been the target of an interview/offer scam by someone posing as a representative of Harness, please do not provide any personal or financial information and contact us immediately at [Upgrade to PRO to see contact]. You can also find additional information about this type of scam and report any fraudulent employment offers via the Federal Trade Commission’s website ([Upgrade to PRO to see link] or you can contact your local law enforcement agency.