{"id":3096933,"url":"https://alion.io/job/harmony-support-engineer-new-york","title":"Support Engineer - New York","company":{"id":2384567,"name":"Harmony","domain":"harmony.io","url":"https://alion.io/company/harmony-io","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"B","score":75,"open_postings":4,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-25T05:49:26Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["New York, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":100000,"max":130000,"currency":"USD","period":"year","gross":null,"usd_annual":130000},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ChatGPT","optional":false},{"name":"Claude","optional":false},{"name":"Copilot","optional":false},{"name":"Datadog","optional":false},{"name":"Grafana","optional":false},{"name":"Intercom","optional":false},{"name":"Microsoft Teams","optional":false},{"name":"Postman","optional":false},{"name":"Slack","optional":false},{"name":"ITSM","optional":true},{"name":"JavaScript","optional":true},{"name":"Python","optional":true},{"name":"SQL","optional":true}],"status":"live","first_seen_at":"2026-10-22T14:42:59Z","employer_posted_date":"2026-10-22","last_verified_at":"2026-10-25T05:42:14Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"About Harmony\nHarmony 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.\nWith 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.\nAbout the role\nWe're looking for a Support Engineer to be the first line of response for our customers. When something breaks, you're the first person they hear from: you find out why, fix it or drive the fix, and keep them confident in Harmony until it's resolved. How you handle those moments shapes how customers feel about us.\nYou'll own break/fix and triage end to end, working closely with Engineering and our pre-sales and post-sales teams. You'll be hands-on in the product every day, across integrations, workflows and agents, and you'll help build the support function as we scale.\nThere's a lot of room to grow here, and you'll have real ownership from day one.\nWhat you'll do\nOwn the support queue: triage incoming issues, set priority and severity, and make sure nothing sits unowned\n\nTroubleshoot and resolve break/fix issues across the platform, including integration errors, sync failures, workflow and agent misbehavior, and configuration problems\n\nInvestigate root cause using logs, APIs and the product itself, not just the customer's description\n\nReproduce, document and escalate bugs to Engineering with clear steps, impact and context, then follow them through to resolution\n\nMeet response and resolution SLAs, and keep customers updated in Slack, Teams and email until the issue is closed\n\nWork closely with Engineering and our pre-sales and post-sales teams so everyone has context on customer issues, and route anything that's really an adoption or configuration need to the right owner\n\nSpot patterns across tickets and turn them into fixes, product feedback or knowledge base articles\n\nWrite and maintain runbooks, troubleshooting guides and KB articles so the next issue gets solved faster\n\nHelp set up the support tooling, processes and reporting we'll rely on as we scale\n\nWhat we're looking for\nRequired qualifications\n2+ years in technical support, support engineering, or a similar customer-facing technical role at a SaaS company\n\nStrong troubleshooting skills: you can work through APIs, integrations, logs and system behavior to find the actual cause\n\nComfortable reading API responses, JSON and error messages, and testing with tools like Postman or curl\n\nExperience with support platforms and observability tools such as Pylon, Zendesk, Intercom, Grafana, or Datadog\n\nClear written communication. You can explain a technical issue to an engineer and to an IT admin, and both understand you\n\nCalm under pressure and organized. You can work a busy queue, prioritize by impact, and keep track of every open issue\n\nOwnership mindset. You follow issues through to the end instead of passing them along\n\nExperience using AI tools (Claude, ChatGPT, Copilot) as a natural part of how you work\n\nPreferred qualifications\nFamiliarity with ITSM concepts and enterprise IT environments\n\nScripting experience (Python, JavaScript, or SQL)\n\nPrevious experience at an early-stage B2B SaaS company\n\nWhat we offer\nCompetitive salary and benefits package\n\nComprehensive health, dental, and vision benefits\n\n401(k) with company match\n\nA collaborative, fast-moving team in Downtown Manhattan\n\n Equal Employment Opportunity Harmony is an equal opportunity employer. We celebrate the diverse backgrounds, perspectives, and experiences that make our team stronger. 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