Devops/Customer Experience Engineer

3 weeks ago


bangalore, India Harness Full time
Position Summary
We're looking for a highly technical engineer for our Customer Experience organisation who can elegantly simplify complex technical topics. You will represent Harness’ suite of products and execute deep troubleshooting to drive resolution to customer issues as quickly as possible. Provide insightful suggestions for improvements and enhancements that can be executed by-product and development teams.
About the role
Deliver happiness to our users - handle and resolve Tier 1-3 product support issues with minimum involvement from developers. Run the incident management process for major customer issues and resolve them in the timely manner meeting the SLA.
Help our users with onboarding, third party integrations, license management and feature requests
Collaborate with Product and Engineering (as required) teams to enhance the user experience of the platform
Team up with the account managers (CSM) to onboard and support our customers
Provide technical guidance and best practices as the subject matter expert in our modules
Help write and maintain our internal and external knowledge base
Advocate customer needs/issues cross-functionally
About you
2+ years of experience as a developer or in devops engineer/sre roles
Significant experience working with Linux
Scripting knowledge (Bash/Shell/JSON/YAML)
Strong knowledge with one of the cloud native platform
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
Hands-on experience with Kubernates and its ecosystem
Familiarity with monitoring tools (e.g., APM) and/or Log Analyzers (e.g., Splunk)
Knowledge of CRM systems (Zendesk, Jira, Confluence)

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