Own end-to-end resolution of complex customer issues across the CI/CD stack — pipelines, deployments, runners, artifacts, integrations, and more.
Troubleshoot and debug infrastructure automation (Terraform, CloudFormation, Pulumi, etc.), pipeline misconfigurations, and environment-specific CI/CD behaviors.
Serve as a CI/CD subject matter expert to enterprise customers during onboarding, implementation, and expansion across Harness modules.
Lead incident triage and root cause analysis during escalations, coordinating cross-functionally and providing detailed feedback to engineering.
Provide advanced technical guidance on database integrations (PostgreSQL, MongoDB, MySQL, etc.), secrets management, and service-to-service communication.
Create and improve tooling to automate common tasks, diagnostics, and troubleshooting steps.
Act as a senior escalation point for the Customer Engineering team and mentor junior engineers in best practices and tooling.
Maintain detailed internal and external documentation, including implementation runbooks, troubleshooting guides, and customer playbooks.
Surface patterns in customer issues to influence product roadmap, prioritize fixes, and advocate for usability improvements

Requirements

5–7 years of experience in a customer-facing engineering role, DevOps, or SRE with increasing scope and complexity.
Deep experience supporting FinOps products and data-centric tools — such as LookerML or similar semantic modeling layers.
Proficient in Linux systems, networking, and distributed architectures; strong debugging instincts and curiosity
Ability to dive deep into source code to understand how products work, and where they may have defects.
Hands-on experience with Kubernetes (including Helm, CRDs) and cloud-native ecosystems.
Strong scripting ability (Shell, Bash, JSON, YAML) and exposure to CI/CD pipelines and DevSecOps tooling.
Familiar with major cloud platforms — AWS, GCP, Azure — and how enterprise customers utilize them at scale.
Skilled in observability tools such as Datadog, Splunk, or Prometheus for diagnosing performance issues.
Excellent communicator with the ability to empathize with customer pain while diving deep into technical details.
Experience working with CRM/support tooling like Zendesk, Jira, and Confluence.
Tenacious, detail-oriented, and customer-obsessed — you don’t give up until the issue is solved 100%.

Benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

CI/CDTerraformCloudFormationPulumiPostgreSQLMongoDBMySQLKubernetesShellBash

Soft Skills

communicationempathymentoringproblem-solvingattention to detailcustomer obsessioncuriosityleadershipcollaborationroot cause analysis