Harbor IT

Full-stack Engineer

• Define and maintain the technical architecture, establishing pragmatic patterns and guardrails that accelerate rapid, high-quality feature delivery.
• Lead the technical execution for migrating, decoupling, and modernizing legacy systems, owning the sequencing, risk mitigation strategies, and target-state designs to extract core business domains seamlessly.
• Establish the core shared framework for integrating agentic workflows, intelligent automation, and LLM orchestration across the platform with strict compliance auditability and AI API latency under 100 ms.
• Act as the definitive technical authority to proactively resolve cross-team architectural dependencies and ensure alignment across infrastructure and codebases.
• Collaborate with Product leadership and the VP of Engineering to translate business milestones into an actionable technical roadmap, grounding technical debt reduction directly in business outcomes.
• Author and embed standardized design templates into the software development lifecycle that leverage AI-assisted tools, driving 100% adoption across engineering pods and reducing cycle times by 35% or more.
• Work closely with development, QA, and security teams to ensure architectural blueprints are highly practical, realistic, and friction-free for execution.
• Design and implement LLM routing, caching, and model-governance architectures that optimize AI infrastructure costs to remain within 10% of the quarterly budget.

Software Architect

• Architect and implement high-priority, complex full-stack product features from end to end, ensuring they are built for long-term scalability.
• Execute the modernization roadmap by safely rewriting and decoupling legacy monolithic code components into modern architectural patterns while maintaining seamless production stability.
• Lead the adoption and mastery of AI-assisted engineering tools, such as Cursor, GitHub Copilot, and Claude Code, to accelerate personal coding velocity and establish automated development workflows.
• Secure excellent codebase quality, reliability, and security ratings by ensuring all authored code seamlessly passes defined quality gates with zero deferred technical debt.
• Provide rigorous, constructive, and timely code reviews, targeting a four-hour pick-up time and a two-hour completion time during standard business hours.
• Drive team sprint predictability by providing accurate technical scoping and estimation to support a team sprint completion rate of 80 percent or greater and a rollover rate below 20 percent.
• Conduct advanced troubleshooting to optimize platform performance and diagnose complex system behaviors, contributing to an overall team uptime goal of 99.98 percent.
• Facilitate twelve technical knowledge sharing or training sessions annually for the technology team, focusing on advanced refactoring strategies, AI prompt engineering, and modern full-stack PHP and Vue.js patterns.

Senior Software Engineer

Engineering Manager

• Transform and scale engineering organization into a predictable, elite execution engine
• Partner with product leadership to align technical capacity with product prioritization
• Direct major enterprise initiatives, including modernization of the legacy codebase
• Drive successful adoption of AI-assisted tooling across engineering and quality assurance teams
• Transition the quality assurance framework from manual to automated testing
• Optimize capacity allocation for innovation and ongoing maintenance
• Deliver comprehensive codebase refactoring within specified timeframes

VP of Engineering

Backend Engineer

• Co-own and maintain multiple Golang applications forming the core of our MDR platform
• Maintain and enhance high-performance engine analyzing events from thousands of sources across hundreds of customers
• Maintain and enhance programs that transform engine output into actionable intelligence for SOC analysts
• Maintain and enhance a multi-tenant cluster of servers that receive, buffer, and feed syslog-formatted logs to the engine
• Maintain and enhance a cross-platform syslog agent that feeds syslog-formatted logs to the engine
• Build and maintain a cross-platform security agent that provides visibility into and secures customer endpoints and servers
• Make architectural decisions for various applications supporting the business
• Influence technical design discussions and code reviews
• Mentor and guide other development team members
• Facilitate knowledge transfer during any transitionary periods; assisting with training and hiring as needed
• Develop and maintain internal SOPs and best practices for software development
• Collaborate with cross-functional teams to define, design, and ship new features

Senior Software Engineer, Golang

Accountant

• Support and optimize the end-to-end quote-to-cash process across CRM, billing, ERP, and payment systems
• Monitor and reconcile billed revenue, recognized revenue, deferred revenue, accounts receivable, and cash collections
• Investigate and resolve discrepancies between operational systems and the general ledger
• Analyze subscription lifecycle events including renewals, cancellations, upgrades, downgrades, credits, and refunds
• Maintain reconciliation schedules and supporting documentation for month-end close and audit purposes
• Monitor accounts receivable aging, unapplied cash, customer credits, and collection trends
• Investigate customer account discrepancies and coordinate resolution with internal teams
• Reconcile system-generated revenue and billing data to ERP and financial reporting systems
• Support bad debt reserve analysis and write-off processes, while reviewing and monitoring unbilled revenue and contract asset balances
• Serve as a key accounting stakeholder in the implementation of a new ERP system and the redesign of quote-to-cash workflows
• Assist in designing scalable billing, revenue, AR, cash application, and reconciliation processes
• Participate in requirements gathering, user acceptance testing (UAT), data validation, process documentation, and go-live support
• Ensure consistency between CRM, billing, ERP, payment, and reporting systems while identifying process inefficiencies, control gaps, and automation opportunities
• Administer monthly and quarterly sales commission processes based on approved compensation plans
• Validate commission calculations against CRM, billing, and ERP data (including bookings, renewals, cancellations, credits, and collections)
• Investigate and resolve commission discrepancies in partnership with Revenue Operations and Payroll
• Prepare commission accruals, supporting reconciliations, and drive automation improvements related to commission administration
• Support close activities related to revenue operations and order-to-cash accounting, including journal entries, account reconciliations, and variance analyses
• Assist in developing and maintaining internal controls over quote-to-cash processes
• Develop operational reporting and KPIs related to billing accuracy, collections, and reconciliation exceptions

Senior Revenue Accountant

Analyst

• Design and run a structured customer interview program across Harbor’s key customer segments, including interview guides, synthesis, and recurring monthly interviews.
• Manage and refine survey programs (NPS, CSAT, CES, and lifecycle surveys) to capture actionable customer sentiment data.
• Develop a repeatable process for turning customer feedback into executive insights and action items.
• Continuously improve VOC methodologies as Harbor’s customer segments and business needs evolve.
• Establish a closed-loop VOC process that captures customer feedback, synthesizes themes, routes insights to the right owners, and tracks follow-up actions and outcomes.
• Lead the analysis and ongoing refinement of Harbor’s customer segmentation strategy across Nonprofit, Corporate, and Professional customers.
• Build repeatable churn analysis frameworks using CRM and Metabase data and qualitative customer feedback.
• Partner to refine and update customer health scoring models to identify at-risk accounts with high accuracy, enabling early intervention and proactive retention efforts.
• Track and analyze retention and expansion metrics, including GRR, NRR, and churn trends, for leadership reporting.
• Conduct root-cause analysis on churn, downgrade, dissatisfaction, and expansion patterns by combining CRM data, customer interviews, survey results, and operational signals.
• Design and maintain executive-facing reporting, dashboards, and insight narratives highlighting customer sentiment, churn risks, key trends, and recommended actions.
• Present customer insights and recommendations to senior leadership in a clear, actionable format.
• Build and maintain a centralized VOC knowledge base accessible across Product, CX, Operations, and Expansion teams.
• Identify gaps in customer data capture, churn reason tracking, and VOC instrumentation, and partner cross-functionally to improve data quality and reporting reliability.
• Establish feedback loops between VOC insights and Product, Operations, Expansion, and CX teams to drive business improvements.
• Serve as the internal advocate for the customer voice in cross-functional planning and strategy discussions.
• Partner with Expansion to identify customer needs, segment patterns, and expansion signals that inform upsell and growth opportunities.
• Partner with Product to prioritize feature and experience improvements based on customer feedback.

Senior Voice of the Customer Analyst

Operations

• Drive adoption of automation tools built by the Sr. Director of Process Engineering — ensuring all eligible filings follow automated paths and owning adoption rates
• Partner with the Sr. Director of Process Engineering on a systematic approach to rapidly extract and document compliance analyst knowledge; prioritize and track this via metrics (e.g., filing types documented) to scale automation and agentic workflows as efficiently as possible.
• Establish systems to monitor QA trends, triage root causes (automation vs. analyst quality), route system gaps to the Process Engineering team, and manage CA performance deficiencies through formal HR channels.
• Lead compliance analyst org (Corporate & Nonprofit) and QA — set standards, manage performance, and drive the automation-first talent transformation
• Build cost-per-filing measurement system from scratch, set baselines, and drive improvement with the Sr. Director of Process Engineering and Finance (shared metric)

Senior Director of Fulfillment Operations

IT Support

• Serve as a Tier 2 escalation for Help Desk I technicians, resolving advanced hardware, software, and network issues.
• Support and manage Microsoft 365, Intune, and Active Directory environments, including GPOs and security configurations.
• Troubleshoot Windows 10/11 OS issues, user profile corruption, printer/network connectivity, and MFA-related problems.
• Manage endpoint security and patching through tools like SentinelOne, ThreatLocker, and N-able.
• Document technical processes and knowledge base articles for internal use.
• Collaborate with infrastructure and project teams to assist with deployments and server upgrades.
• Perform proactive system monitoring and maintenance to ensure uptime and performance.
• Communicate technical solutions clearly to clients and team members.

Help Desk II

Support Engineer

• Serve as a primary point of contact for user support requests, providing assistance with desktops, laptops, mobile devices, applications, and collaboration tools.
• Troubleshoot hardware, software, network, and application issues, escalating as needed while maintaining ownership of client communication.
• Administer and maintain Active Directory, Office 365, and Exchange environments, including user account setup, password resets, and group policy management.
• Support Microsoft Windows (XP–11) and macOS systems, ensuring reliability and security for end users.
• Configure, maintain, and troubleshoot VoIP systems and mobile device deployments.
• Assist with system updates, patches, and endpoint security.
• Document troubleshooting steps and resolutions within ticketing and ITSM systems.
• Participate in device imaging, onboarding/offboarding, and asset inventory tracking.
• Provide remote and occasional on-site support to ensure smooth operations across distributed teams.
• Contribute to process improvement initiatives by identifying recurring issues and suggesting solutions.

Technical Support Specialist I

Director

• Directly manage all POD-CIOs and Client Success Managers across Harbor IT's Shuttle structure
• Set clear performance expectations for each direct report; hold them accountable to individual KPIs on a monthly cadence
• Conduct structured 1:1s, performance reviews, and development conversations — proactively, not reactively
• Make fast, independent hiring and termination decisions; do not tolerate sustained underperformance
• Build the bench: identify future POD-CIO and CSM candidates, develop internal talent, and maintain a pipeline
• Serve as the operational owner of the Recontracting Execution phase following every acquisition
• Coordinate POD-CIOs and exec sponsors through client outreach, objection handling, and agreement closure
• Own GRR at 90%+ and NRR at 107%+ across the full client portfolio
• Monitor client health across all PODs; flag at-risk accounts early and deploy mitigation plans before churn becomes a conversation
• Step directly into high-stakes client situations — escalations, churn risks, exec relationship issues — as the senior Harbor IT representative

Director, Client Experience

Customer Support

• Provide excellent Customer Support by addressing inquiries and concerns promptly, completely, and effectively.
• Provide consistently accurate and complete information.
• Speak warmly and empathetically to clients while maintaining realistic expectations.
• Navigate client conflict by addressing it head-on in a professional, pleasant manner.
• Convey a desire to collaborate and find a mutual solution.
• Articulate solutions confidently, politely, and empathetically.
• Consistently alerts clients to Service Gaps to recommend additional products and services during the course of conversation.
• “Tees up” conversations for Account Management about complex offerings.
• Speaks with conviction about our services and persuades clients to retain services that will benefit their organization.