Support Engineer - New York

About the role

We're looking for a Support Engineer to be the first line of response for our customers. When something breaks, you're the first person they hear from: you find out why, fix it or drive the fix, and keep them confident in Harmony until it's resolved. How you handle those moments shapes how customers feel about us.

You'll own break/fix and triage end to end, working closely with Engineering and our pre-sales and post-sales teams. You'll be hands-on in the product every day, across integrations, workflows and agents, and you'll help build the support function as we scale.

There's a lot of room to grow here, and you'll have real ownership from day one.

What you'll do

• Own the support queue: triage incoming issues, set priority and severity, and make sure nothing sits unowned

• Troubleshoot and resolve break/fix issues across the platform, including integration errors, sync failures, workflow and agent misbehavior, and configuration problems

• Investigate root cause using logs, APIs and the product itself, not just the customer's description

• Reproduce, document and escalate bugs to Engineering with clear steps, impact and context, then follow them through to resolution

• Meet response and resolution SLAs, and keep customers updated in Slack, Teams and email until the issue is closed

• Work closely with Engineering and our pre-sales and post-sales teams so everyone has context on customer issues, and route anything that's really an adoption or configuration need to the right owner

• Spot patterns across tickets and turn them into fixes, product feedback or knowledge base articles

• Write and maintain runbooks, troubleshooting guides and KB articles so the next issue gets solved faster

• Help set up the support tooling, processes and reporting we'll rely on as we scale
  

What we're looking for

Required qualifications

• 2+ years in technical support, support engineering, or a similar customer-facing technical role at a SaaS company

• Strong troubleshooting skills: you can work through APIs, integrations, logs and system behavior to find the actual cause

• 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. You can explain a technical issue to an engineer and to an IT admin, and both understand you

• Calm under pressure and organized. You can work a busy queue, prioritize by impact, and keep track of every open issue

• Ownership mindset. You follow issues through to the end instead of passing them along

• Experience using AI tools (Claude, ChatGPT, Copilot) as a natural part of how you work

Preferred qualifications

• Familiarity with ITSM concepts and enterprise IT environments

• Scripting experience (Python, JavaScript, or SQL)

• Previous experience at an early-stage B2B SaaS company
  

What we offer

• Competitive salary and benefits package

• Comprehensive health, dental, and vision benefits

• 401(k) with company match

• A collaborative, fast-moving team in Downtown Manhattan