Senior Customer Engineer

We are seeking a Senior Customer Engineer with deep hands-on experience in CI/CD systems, Infrastructure-as-Code (IaC), and modern database architectures. This is a customer-facing, software engineering-focused role — not traditional support. You’ll be solving highly technical issues, guiding implementation, triaging edge-case bugs, and representing customer feedback to Product and Engineering. Our customers are seeking out people who can consult, understand the full DevOps process and stack, and guide them to the best outcomes.

This candidate should also have a passion for and understanding of reporting and data analytics. The specialty for this role is our reporting and data analytics modules, how that data drives our customers at the managerial and executive levels, and the automation that supports the data.

You’ll work across all layers of the stack — from YAML pipeline configurations to IaC templates to service-side debugging. This is a high-impact role that bridges deep technical understanding with excellent customer interaction

• 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 (Auto-stopping, Recommendations, and execution and metrics data) from sources such as Cloudwatch, Google Cloud Operations/Stackdriver, and Azure Monitor
• Experience with cloud platforms (AWS, GCP, Azure), especially in automation and cloud cost administration, and a deep understanding of FinOps methodologies.
• 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.
• Work with BI and Looker-related data modules within Harness (SEI, CCM, Dashboards, and Metrics) and provide scaling, performance, and best practices for embedded analytics
• Troubleshoot and debug SQL transformations and Looker/Big Query data streams
• Develop and share reusable best-practice templates, “blueprints,” and playbooks for in-product dashboards and KPIs.
• 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

• 5–7 years of experience in a customer-facing engineering role, DevOps, or SRE with increasing scope and complexity.
• Experience with cloud platforms (AWS, GCP, Azure), especially in automation and cloud cost administration
• Proficient in Linux systems, networking, and distributed architectures; strong debugging instincts and curiosity
• 2–5 years of hands-on experience with SQL and/or Big Query with a strong grasp of BI principles and embedded analytics.
• Strong SQL skills with experience in data modeling, ETL design, and working across relational databases (PostgreSQL, MySQL, etc.).
• Hands-on experience with FinOps principles, including showback/chargeback, budgeting, and forecasting. FinOps certification (e.g., FOCP) is a plus.
• Looker experience is a plus (LookML, dashboard design, performance tuning)
• Strong communicator with the ability to explain technical concepts to non-technical stakeholders and drive customer engagement.
• Comfortable leading customer calls, trainings, and escalations in a professional, consultative manner.
• Nice-to-have: scripting in Python for data manipulation, and version control (Git).
• 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%

Work Location

• Remote - United States/Canada Must be located in the Central or Eastern time zone*

What you will have at Harness

• Competitive salary
• Comprehensive healthcare benefits
• Flexible Spending Account (FSA)
• Flexible work schedule
• Employee Assistance Program (EAP)
• Flexible Time Off and Parental Leave
• Monthly, quarterly, and annual social and team building events
• Monthly internet reimbursement

The anticipated base salary range for this position is between $148,000 and $160,000 annually. Salary is determined by a combination of factors including location, level, relevant experience, and skills. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. The compensation package for this position also includes a commission/variable component, which is based on performance, plus equity, and benefits. More details about our company benefits can be found at the following link: https://www.harness.io/company/careers.