Senior Customer Engineer, CI/CD, Infrastructure as Code, Database Focus

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.

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.

About the role

• 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 (Terraform, CloudFormation, Pulumi, etc.), pipeline misconfigurations, and environment-specific CI/CD behaviors.
• 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.
• Create and improve tooling to automate common tasks, diagnostics, and troubleshooting steps.
• 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.
• Surface patterns in customer issues to influence product roadmap, prioritize fixes, and advocate for usability improvements

• 5–7 years of experience in a customer-facing engineering role, DevOps, or SRE with increasing scope and complexity.
• Deep experience supporting FinOps products and data-centric tools — such as LookerML or similar semantic modeling layers.
• Proficient in Linux systems, networking, and distributed architectures; strong debugging instincts and curiosity
• Ability to dive deep into source code to understand how products work, and where they may have defects.
• Hands-on experience with Kubernetes (including Helm, CRDs) and cloud-native ecosystems.
• Strong scripting ability (Shell, Bash, JSON, YAML) and exposure to CI/CD pipelines and DevSecOps tooling.
• Familiar with major cloud platforms — AWS, GCP, Azure — and how enterprise customers utilize them at scale.
• Skilled in observability tools such as Datadog, Splunk, or Prometheus for diagnosing performance issues.
• Excellent communicator with the ability to empathize with customer pain while diving deep into technical details.
• 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

U.S. or Canada, Remote. Must be located in the pacific 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

Compensation & Benefits

Compensation will vary based on factors such as location, level, and relevant experience. In addition to a competitive base salary, total compensation includes equity and may also include performance-based incentives. Final compensation will be determined in accordance with local laws and market data.

We offer a competitive benefits package and are committed to providing equitable pay across all locations.