Harness

Implementation Specialist

• Embed with customer teams as a hands-on technical partner, working directly in their environments to solve real-world challenges
• Own the technical success of customer implementations across multiple Harness modules
• Act as a bridge between customer teams and Harness Product & Engineering
• Provide hands-on guidance to integrate Harness into existing toolchains and processes
• Design and implement CI/CD, infrastructure, and DevSecOps workflows tailored to customer architectures
• Lead onboarding, implementation, and enablement programs to accelerate time-to-value
• Drive adoption across the breadth of the Harness platform, helping customers expand beyond initial use cases
• Architect solutions that span multiple modules (e.g., pipelines, infrastructure, security, cost optimization)
• Guide customers toward a platform-centric approach rather than fragmented tooling
• Serve as a trusted advisor to engineering and platform leadership
• Develop and execute success plans aligned to business and technical outcomes
• Lead technical reviews and business reviews to demonstrate value and identify growth opportunities
• Analyze usage, pipeline performance, and adoption data to identify gaps and opportunities
• Deliver actionable recommendations across technology, processes, and team practices
• Proactively identify risks to adoption or retention and drive mitigation strategies
• Partner with Product and Engineering to influence roadmap based on customer feedback
• Collaborate with Sales and Customer Success on expansion and renewal strategies

Customer Architect – Forward Deployed Engineer

Manager

• Partner with customers and account teams to understand business objectives, technical requirements, current-state environments, and desired outcomes, positioning Professional Services as a critical enabler of customer success.
• Lead scoping sessions, discovery workshops, and solution discussions to identify and recommend the appropriate mix of packaged and custom service offerings that accelerate onboarding, adoption, and business value realization.
• Develop and present professional services proposals, solution recommendations, pricing, and Statements of Work (SOWs) that clearly articulate scope, value, delivery methodology, and customer outcomes.
• Collaborate with Sales, Customer Success, Implementation Engineering, Technical Program Managers, and delivery partners to ensure service engagements are accurately scoped, staffed, and positioned for successful execution.
• Support the commercial sales process by guiding customers through service pricing, contractual terms, project assumptions, and implementation approaches while addressing objections and mitigating risk.
• Drive achievement of Professional Services bookings and margin targets through accurate forecasting, opportunity management, and strategic engagement with key customer accounts.
• Serve as a trusted advisor to Account Executives and Customer Success teams by identifying services opportunities, coaching stakeholders on service offerings, and integrating services into the standard customer journey.
• Partner with delivery teams to translate customer requirements into detailed implementation plans and ensure a seamless transition from sales to execution.
• Communicate customer trends, market feedback, and operational improvement opportunities to leadership and cross-functional teams to enhance service offerings, go-to-market strategies, and delivery efficiency.
• Create and deliver enablement content that educates internal teams on Professional Services capabilities, value propositions, methodologies, and best practices for positioning and selling services.
• Occasionally lead implementation engagements of core Harness modules (CI/CD/STO/IacM) for new customer prospects that require a sales-sensitive implementation to be the “landing vehicle” for large deals, through a “Paid Pilot” product sales motion
• Instill confidence in Prospects about Digital/DevSecOps/AI transformation journey and talk through the best practices, drawing upon personal lived experience as a technical leader and software engineering / devops veteran

Professional Services Engagement Manager

• Own customer issues end-to-end — from first contact through root cause and resolution — across the product areas above.
• Debug failures across integrations, APIs, agents, scanners, pipeline configurations, and runtime environments.
• Use observability tooling (Datadog, Splunk, Prometheus, CloudWatch, or similar) to trace failures and identify root causes.
• Reproduce bugs with clean, minimal reproduction steps and drive resolution in partnership with Engineering.
• Participate in incident triage during escalations — help coordinate, communicate clearly, and deliver precise technical findings. Ownership of escalations grows as you build experience in the role.
• Get on calls with customers to troubleshoot live — running screenshares, walking through logs, and driving toward resolution rather than deferring to async back-and-forth.
• Communicate clearly with both hands-on engineers and managers who need the summary version.
• Set honest expectations when issues are complex or slow-moving — customers should never be left wondering what is happening or who owns it.
• Support customers through onboarding and implementation, sharing best practices and helping them reach a stable, working configuration.
• Escalate issues to Engineering and Product with enough context to act immediately — reproduction steps, environment details, logs, and your own read on likely root cause.
• Surface patterns across customer issues to influence roadmap, prioritise fixes, and advocate for usability improvements.
• Maintain runbooks, troubleshooting guides, and playbooks so hard-won knowledge stays in the team.
• When patterns emerge across customer issues, write scripts or automation to address them — reducing manual effort for yourself and the team.
• Use AI tools to accelerate diagnostics, draft documentation, or build lightweight utilities that make the team faster.

Customer Engineer

Account Executive

• Exceeding your number- Winning new enterprise logos
• Forecasting correctly, communicating clearly, aligning brilliantly with the rest of the team
• Not being afraid of being data driven - including using Salesforce and other tools to track your progress
• Managing full sales cycle from prospect to close
• Collaborating with other teams, including sales engineering and sales development

Enterprise Account Executive

• Serve as the primary technical resource for enterprise customers during complex troubleshooting, onboarding, and expansion
• Code Fluency: Comfortable reading source code to understand how a product behaves
• Own complex customer issues across Kubernetes (k8s), ECS, Docker, cloud platforms, and on-premise/hybrid environments
• Perform root-cause analysis on pipeline failures, deployment issues, runner/agent connectivity, and secrets management errors
• Debug infrastructure automation, execution logs, and metrics data across CloudWatch, Google Cloud Operations/Stackdriver, and Azure Monitor
• Lead incident triage during escalations, coordinate cross-functionally, and deliver clear technical findings to Engineering
• Reproduce edge-case bugs with clean reproduction steps and drive resolution in partnership with Product and Engineering
• Develop and maintain runbooks, troubleshooting guides, and customer-facing playbooks

Staff Customer Engineer

Senior Enterprise Account Executive

Analyst

• Provide expert compensation consulting and analysis for client groups, ensuring internal equity and external competitiveness.
• Support job evaluations, market pricing, and leveling of roles using compensation surveys (e.g., Radford, Mercer, WTW).
• Collaborate with Talent Acquisition on compensation offers and hiring decisions.
• Conduct ad hoc and cyclical compensation analysis (e.g., mid-year and year-end compensation review).
• Partner with People Analytics to create compensation dashboards and insights.
• Ensure compensation practices comply with legal requirements and internal policies.
• Support the development and rollout of compensation structures, salary bands, and pay transparency initiatives.
• Collaborate on compensation communication materials and training for managers and HR.