Support Engineer - New York

About Harmony Harmony gives every employee an always-on expert for every service request, inside the tools they already use. Deployed inside Slack and Microsoft Teams, its agents draw on a context graph connecting each employee's identity, devices, applications, and history, resolving requests across IT, HR, finance, procurement, and legal automatically, before a ticket ever opens. With 100+ prebuilt agents that deploy in days, not months, and a 70% no-touch resolution rate, Harmony removes the manual work from enterprise service without removing the humans who should own the hard problems. Built for IT and HR teams that are done waiting for their service platform to catch up with the rest of the business. 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 unownedTroubleshoot and resolve break/fix issues across the platform, including integration errors, sync failures, workflow and agent misbehavior, and configuration problemsInvestigate root cause using logs, APIs and the product itself, not just the customer's descriptionReproduce, document and escalate bugs to Engineering with clear steps, impact and context, then follow them through to resolutionMeet response and resolution SLAs, and keep customers updated in Slack, Teams and email until the issue is closedWork 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 ownerSpot patterns across tickets and turn them into fixes, product feedback or knowledge base articlesWrite and maintain runbooks, troubleshooting guides and KB articles so the next issue gets solved fasterHelp set up the support tooling, processes and reporting we'll rely on as we scale Required Qualifications What we're looking for 2+ years in technical support, support engineering, or a similar customer-facing technical role at a SaaS companyStrong troubleshooting skills: you can work through APIs, integrations, logs and system behavior to find the actual causeComfortable reading API responses, JSON and error messages, and testing with tools like Postman or curlExperience with support platforms and observability tools such as Pylon, Zendesk, Intercom, Grafana, or DatadogClear written communication. You can explain a technical issue to an engineer and to an IT admin, and both understand youCalm under pressure and organized. You can work a busy queue, prioritize by impact, and keep track of every open issueOwnership mindset. You follow issues through to the end instead of passing them alongExperience using AI tools (Claude, ChatGPT, Copilot) as a natural part of how you work Preferred Qualifications Familiarity with ITSM concepts and enterprise IT environmentsScripting experience (Python, JavaScript, or SQL)Previous experience at an early-stage B2B SaaS company What We Offer Competitive salary and benefits packageComprehensive health, dental, and vision benefits401(k) with company matchA collaborative, fast-moving team in Downtown Manhattan Equal Employment Opportunity Harmony is an equal opportunity employer. We celebrate the diverse backgrounds, perspectives, and experiences that make our team stronger. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, pregnancy, veteran status, or any other characteristic protected by applicable federal, state, or local law.