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Harmony is an AI-powered enterprise service platform that deploys inside Slack and Microsoft Teams to resolve employee service requests across IT, HR, finance, procurement, and legal. The company's agents achieve a 70% no-touch resolution rate and deploy in days rather than months.
As Support Engineer, you will be the first line of response for customer issues. You own the support queue end-to-end, triaging incoming issues, setting priority and severity, and ensuring nothing sits unowned. You'll troubleshoot and resolve break/fix issues across the platform, including integration errors, sync failures, workflow and agent misbehavior, and configuration problems.
Your responsibilities include investigating root cause using logs, APIs, and the product itself; reproducing and documenting bugs for Engineering with clear steps, impact, and context; meeting response and resolution SLAs; and keeping customers updated via Slack, Teams, and email. You'll work closely with Engineering, pre-sales, and post-sales teams to ensure everyone has context on customer issues and route adoption or configuration needs to the right owner.
You'll also spot patterns across tickets and turn them into fixes, product feedback, or knowledge base articles. You'll write and maintain runbooks, troubleshooting guides, and KB articles to accelerate resolution of future issues. As the support function scales, you'll help set up support tooling, processes, and reporting.
This is a hands-on role with real ownership from day one and significant room to grow.
REQUIREMENTS:
- 2+ years in technical support, support engineering, or similar customer-facing technical role at a SaaS company
- Strong troubleshooting skills: ability to work through APIs, integrations, logs, and system behavior to find root cause
- Comfortable reading API responses, JSON, and error messages; experience testing with tools like Postman or curl
- Experience with support platforms and observability tools (Pylon, Zendesk, Intercom, Grafana, Datadog)
- Clear written communication: ability to explain technical issues to both engineers and IT admins
- Calm under pressure and organized; ability to manage a busy queue, prioritize by impact, and track open issues
- Ownership mindset: follow issues through to resolution rather than passing them along
- Experience using AI tools (Claude, ChatGPT, Copilot) as a natural part of workflow
PREFERRED:
- Familiarity with ITSM concepts and enterprise IT environments
- Scripting experience (Python, JavaScript, or SQL)
- Previous experience at an early-stage B2B SaaS company
