Support Engineer

Harmony

. Own the support queue by triaging incoming issues, setting priority and severity, and ensuring issues remain assigned .

Posted 10/22/2026full-timeNew York City • New York • United StatesJuniorMid-Level💰 $100,000 - $130,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong troubleshooting skills in technical support roles, particularly in SaaS environments, with a focus on APIs, integrations, and system behavior. Capable of clear communication and documentation while managing customer issues and collaborating with engineering teams.

Highest-signal resume keywords

Technical Support ExperienceTroubleshooting SkillsAPI ProficiencyScripting ExperienceSupport Platform Familiarity

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingAPI ReadingJSONScripting in PythonScripting in JavaScriptScripting in SQLIntegration TestingIssue ResolutionDocumentationKnowledge Base Management

Soft Skills

Clear Written CommunicationOwnership MindsetPrioritizationCollaboration

Tools & Technologies

PostmanCurlPylonZendeskIntercomGrafanaDatadogSlackTeams

Industry Keywords

SaaSITSMB2B

Tech Stack

Tools & technologies

GrafanaITSMJavaScriptPythonSQL

About the role

Key responsibilities & impact

Own the support queue by triaging incoming issues, setting priority and severity, and ensuring issues remain assigned
Troubleshoot and resolve platform break/fix issues, including integration errors, sync failures, workflow and agent misbehavior, and configuration problems
Investigate root causes using logs, APIs, and the product
Reproduce, document, and escalate bugs to Engineering with clear steps, impact, and context, then follow them through resolution
Meet response and resolution SLAs
Keep customers updated through Slack, Teams, and email until issues are closed
Collaborate with Engineering and pre-sales and post-sales teams on customer issues
Route adoption and configuration needs to the appropriate owner
Identify ticket patterns and turn them into fixes, product feedback, or knowledge base articles
Write and maintain runbooks, troubleshooting guides, and knowledge base articles
Help establish support tooling, processes, and reporting as the company scales

Requirements

What you’ll need

2+ years in technical support, support engineering, or a similar customer-facing technical role at a SaaS company
Strong troubleshooting skills across APIs, integrations, logs, and system behavior
Comfortable reading API responses, JSON, and error messages
Experience testing with tools like Postman or curl
Experience with support platforms and observability tools such as Pylon, Zendesk, Intercom, Grafana, or Datadog
Clear written communication for explaining technical issues to engineers and IT administrators
Ability to work a busy queue, prioritize by impact, and track open issues
Ownership mindset and ability to follow issues through to completion
Experience using AI tools such as Claude, ChatGPT, or Copilot
Familiarity with ITSM concepts and enterprise IT environments preferred
Scripting experience in Python, JavaScript, or SQL preferred
Previous experience at an early-stage B2B SaaS company preferred

Benefits

Comp & perks

Competitive salary and benefits package
Comprehensive health, dental, and vision benefits
401(k) with company match
A collaborative, fast-moving team in Downtown Manhattan
Benefits, equity, and eligibility for a company bonus or variable pay program may be included in the total compensation package