Customer Success Engineer

Job Description

Harness is a rapidly growing startup that is disrupting the software delivery market. We are building an intelligent software delivery platform that enables engineers to deliver software faster, with higher quality, and less effort. The Harness Software Delivery Platform includes Continuous Integration, Continuous Delivery, Continuous Efficiency, Continuous Verification, and Continuous Features. The platform is designed to help companies accelerate their cloud initiatives as well as their adoption of containers and orchestration tools like Kubernetes and Amazon ECS.Harness has raised $115 million in financing, reaching a valuation of $1.7 billion in just three years after launching from stealth. Alkeon Capital led a $85 million Series C round, along with new investors Battery Ventures, Citi Ventures, Norwest Venture Partners, Sorenson Capital, and Thomvest Ventures. The total funding includes a $30 million Series B-1 funding round, led by existing investors Menlo Ventures, IVP, and Unusual Ventures.POSITION SUMMARYHarness is obsessed with customer success. It s in our DNA to ensure that our customers are beyond thrilled with our platform. And we want to find a Professional Obsessive to help make that goal a reality.Were looking for a top-notch Customer Success Engineer who is very technical and can work directly with customers. This is a rare opportunity to join a promising early-stage startup and make a huge impact.If you re an absolutely top-shelf, phenomenal, A-player Customer Success Engineer, we really want to talk to you.KEY RESPONSIBILITIES- Work as a key member of the support team providing incident management and customer problem resolution- Troubleshoot issues and collaborate with Engineering (as required) to provide solutions- Team up with the CSM to onboard and support our customers- Assist in customer installs and integrations- Provide technical guidance and best practices as the subject matter expert in our product- Help write and maintain our internal and external knowledge base- Advocate customer needs/issues cross-departmentally. Align so seamlessly with sales, marketing, and engineering that we can barely tell what team you re actually on.YOU ARE

• Curious and a self starter- when you hit an obstacle you research and investigate until you solve it
• A strong engineer - you ve been in our customers shoes before and can anticipate their challenges and needs
• Highly organized - you can calmly juggle multiple tasks and priorities and keep all the relevant people and systems updated as you go along
• A team-player - nothing happens in a vacuum, youll need to be able to leverage our entire customer team and our own product development teams as needed and keep everyone informed
• Comfortable meeting with customers remotely and onsite

YOU MUST HAVE

• 3+ years of experience as a technical support/escalation resource for enterprises in a similar or related field
• Experience implementing software solutions for customers
• Significant experience working with Linux OS
• Scripting knowledge (Bash/Shell/JSON/YAML)
• Strong knowledge of cloud technologies
• Ability to troubleshoot networking issues that may prevent communication between different components
• Excellent customer facing skills and interest in working with customers onsite and remotely
• BS in Computer Science, or equivalent

EVEN BETTER IF YOU HAVE

• Experience deploying software in the enterprise
• Hands-on experience with Docker, K8S, Helm, and traditional software deployment methods
• Used monitoring tools (e.g. APM) and/or Log Analyzers (e.g. Splunk)
• Knowledge in CRM systems (Zendesk, Jira, Confluence)
• Good understanding of authentication protocols (SAML/OAUTH/LDAP)
• Previous start-up experience a plus

WHAT YOU WILL HAVE AT HARNESS

• Competitive salary, health benefits, early stage Stock Options
• Fun work environment in the heart of San Francisco
• Beer & high-end espresso in the office
• Breakfast Mondays, Happy Hour Thursdays, Lunch Fridays
• A great team who will fight beside you in the trenches to accomplish your goals.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex or national origin. Local candidates only please.,

Keyskills :
incident managementsoftware solutionscontinuous deliveryhappy hoursoftware deploymentmonitoring toolscomputer scienceproduct developmentpolymerase chain reaction pcr