Support Engineer - New York

About the role

Support Engineer at Harmony, New York City hybrid; posted 4 days ago, $100k-$130k/year. Owns support triage and break/fix, troubleshooting APIs/integrations/logs/JSON, bug escalation, runbooks and reporting. Requires 2+ years customer-facing technical support at a SaaS company, API/JSON/Postman or curl, support/observability platforms, communication, ownership and AI tools; ITSM and enterprise IT are preferred.

Requirements

• 2+ years technical support/support engineering or similar customer-facing technical role at a SaaS company
• Troubleshoot APIs, integrations, logs and system behavior
• Read API responses, JSON and error messages and test with Postman/curl
• Experience with support platforms and observability tools such as Pylon, Zendesk, Intercom, Grafana or Datadog
• Clear written communication
• Calm queue prioritization, ownership mindset, AI-tool experience

What you'll do

• Own and prioritize support queue
• Troubleshoot platform break/fix across integrations, workflows, agents and configurations
• Investigate root cause using logs and APIs
• Document/reproduce/escalate bugs and follow through
• Maintain runbooks/KB articles and support tooling/process/reporting

Where this was posted

• Hiring Cafe

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