Senior Customer Engineer, Data Engineering & FinOps

Harness is a high-growth company that is disrupting the software delivery market. Our mission is to enable the 30 million software developers in the world to deliver code to their users reliably, efficiently, securely and quickly, increasing customers’ pace of innovation while improving the developer experience. We offer solutions for every step of the software delivery lifecycle to build, test, secure, deploy and manage reliability, feature flags and cloud costs. The Harness Software Delivery Platform includes modules for CI, CD, Cloud Cost Management, Feature Flags, Service Reliability Management, Security Testing Orchestration, Chaos Engineering, Software Engineering Insights and continues to expand at an incredibly fast pace.   Harness is led by technologist and entrepreneur Jyoti Bansal, who founded AppDynamics and sold it to Cisco for $3.7B. We’re backed with $425M in venture financing from top-tier VC and strategic firms, including J.P. Morgan, Capital One Ventures, Citi Ventures, ServiceNow, Splunk Ventures, Norwest Venture Partners, Adage Capital Partners, Balyasny Asset Management, Gaingels, Harmonic Growth Partners, Menlo Ventures, IVP, Unusual Ventures, GV (formerly Google Ventures), Alkeon Capital, Battery Ventures, Sorenson Capital, Thomvest Ventures and Silicon Valley Bank.

Position Summary

We are looking for a deeply technical customer-facing Senior Software Engineer with a strong DevSecOps background — someone who has worked hands-on with FinOps tools, data-heavy platforms, and has a deep understanding of LookerML. You will serve as the technical backbone for resolving complex customer issues, contributing to platform improvement, and driving mission-critical implementation and debugging efforts.

This is not a typical support role — you’ll be writing and modifying code, optimizing LookerML models, troubleshooting high-priority escalations, and representing the customer’s voice in product conversations.

About the role

• Take full ownership of customer-related product issues and collaborate cross-functionally to ensure timely resolution with minimal handoff.
• Lead incident response efforts, ensuring timely coordination, root cause identification, and communication during high-priority escalations.
• Triage and resolve LookerML modeling issues, including dashboards, field logic, and data pipeline concerns.
• Guide enterprise customers in onboarding, implementation, and system integration across modules like FinOps, CI/CD, Software Engineering Insights, and Feature Flags.
• Collaborate closely with Product, Engineering, and Account Management teams to influence product improvements and prioritize critical fixes.
• Contribute to tooling and automation to reduce repetitive tasks and accelerate customer resolution time.
• Act as the go-to technical escalation point across the Customer Engineering org for named modules; mentor junior team members and support enablement.
• Maintain and contribute to internal and external documentation — runbooks, knowledge base articles, and customer best practices.
• Champion the customer voice by identifying recurring issues and patterns to inform product direction and engineering roadmap.

About you

• 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)
• F