Support Engineer

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.

In this role, you’ll be the first line of technical support for our customers. You’ll troubleshoot issues, investigate bugs, answer technical questions, and help customers get the most out of the platform. You’ll work closely with our Solution Engineering and Product teams to escalate effectively and make sure nothing falls through the cracks.

This is a great launchpad into a broader technical career at a fast-growing company. We’ll invest in your growth and give you real ownership from day one.

What You’ll Do

• Serve as the primary point of contact for inbound customer support requests via email, chat, and ticketing systems
• Troubleshoot technical issues across the Harmony platform, including configuration problems, integration errors, and unexpected behavior
• Reproduce, document, and escalate bugs to the Engineering team with clear steps and context
• Help customers understand platform capabilities, answer how-to questions, and guide them through workflows
• Contribute to and maintain the knowledge base, FAQs, and internal runbooks so common issues get resolved faster over time
• Monitor system health and proactively flag potential issues before they impact customers
• Track and report on support trends, surfacing patterns that could inform product improvements

• 2+ years of experience in technical support, IT helpdesk, or a related technical role
• Solid foundational knowledge of IT concepts: networking basics, APIs, cloud infrastructure, and how enterprise software fits together
• Strong troubleshooting instincts and a methodical approach to diagnosing problems
• Clear written and verbal communication skills, especially when explaining technical topics to customers
• Comfort working with ticketing systems, log analysis tools, and basic command-line operations
• Curiosity and a genuine desire to learn. You don’t need to know everything, but you need to be the kind of person who figures things out
• Proficiency with AI tools for research, troubleshooting, and writing
• Ability to be on-site (Downtown Manhattan) 4 days/week, * Degree in Computer Science, Information Technology, or a related field (or equivalent hands-on experience)
• Familiarity with ITSM concepts and enterprise IT environments
• Exposure to scripting or programming (Python, JavaScript, Bash, SQL)
• Experience with monitoring or observability tools
• Previous experience in a customer-facing technical role

• Competitive salary and equity;
• Comprehensive medical, dental, and vision coverage;
• 401(k), with company matching;
• Top-tier in-office gear or stipend for home office (for remote employees); and
• Many more.