---
title: 'Support Engineer - New York at Harmony'
canonical: 'https://feeny.ai/job/support-engineer-new-york-harmony-new-york-gtyz8bqhfvv2'
type: 'job'
last_seen: '2026-10-26'
---

# Support Engineer - New York at Harmony

- **Company:** Harmony
- **Location:** New York, NY
- **Employment:** full-time
- **Work type:** hybrid
- **Posted:** 2026-10-22
- **Last confirmed live:** 2026-10-26
- **Apply:** https://jobs.ashbyhq.com/harmony/42e136ae-4609-442a-aea4-e9a0e623c3c0

## Job description

## About Harmony

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.

## About the role

We'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. You'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. There's a lot of room to grow here, and you'll have real ownership from day one.

## What you'll do

- Own the support queue: triage incoming issues, set priority and severity, and make sure nothing sits unowned
- Troubleshoot and resolve break/fix issues across the platform, including integration errors, sync failures, workflow and agent misbehavior, and configuration problems
- Investigate root cause using logs, APIs and the product itself, not just the customer's description
- Reproduce, document and escalate bugs to Engineering with clear steps, impact and context, then follow them through to resolution
- Meet response and resolution SLAs, and keep customers updated in Slack, Teams and email until the issue is closed
- Work 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
- Spot patterns across tickets and turn them into fixes, product feedback or knowledge base articles
- Write and maintain runbooks, troubleshooting guides and KB articles so the next issue gets solved faster
- Help set up the support tooling, processes and reporting we'll rely on as we scale

## What we're looking for

Required qualifications

- 2+ years in technical support, support engineering, or a similar customer-facing technical role at a SaaS company
- Strong troubleshooting skills: you can work through APIs, integrations, logs and system behavior to find the actual cause
- Comfortable reading API responses, JSON and error messages, and 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. You can explain a technical issue to an engineer and to an IT admin, and both understand you
- Calm under pressure and organized. You can work a busy queue, prioritize by impact, and keep track of every open issue
- Ownership mindset. You follow issues through to the end instead of passing them along
- Experience using AI tools (Claude, ChatGPT, Copilot) as a natural part of how you work

## Preferred qualifications

- Familiarity with ITSM concepts and enterprise IT environments
- Scripting experience (Python, JavaScript, or SQL)
- Previous experience at an early-stage B2B SaaS company

## What we offer

- Competitive salary and benefits package
- Comprehensive health, dental, and vision benefits
- 401(k) with company match
- A collaborative, fast-moving team in Downtown Manhattan

Equal Employment Opportunity Harmony is an equal opportunity employer. We celebrate the diverse backgrounds, perspectives, and experiences that make our team stronger. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, pregnancy, veteran status, or any other characteristic protected by applicable federal, state, or local law.

## About Harmony

## Company Overview
- **One-liner**: AI-first enterprise service management platform that runs itself, automating IT, HR, and other service operations with intelligent agents.
- **Entity Type**: Private (funding stage not publicly disclosed)
- **Headquarters**: New York, New York, United States
- **Founded**: 2025
- **Founders**: Nitzan Shapira (Co-Founder & CEO), Ran Ribenzaft (Co-Founder & CTO)

## Core Business
- **Primary industry**: Enterprise Service Management (ITSM), IT Operations, AI Agents
- **Target customers**: Enterprise IT teams, HR departments, and internal service desks (B2B)
- **Mission / purpose statement**: “Enterprise Service Management that Runs Itself”

## Products & Services
- **Harmony Platform (AI Help Desk)**: An intelligent AI help desk agent powered by dozens of out-of-the-box and proactive agents. Includes automated ticketing, knowledge base generation, asset management, software renewal management, and workflow automation. Integrates with Slack, Microsoft Teams, and existing ITSM tools.
- **Harmony AI Agents**: Pre-built and customizable agents that autonomously resolve service requests (e.g., IT, HR), manage assets, detect shadow IT, and handle onboarding/offboarding.
- **Harmony Asset Management**: Track hardware, software licenses, and contract renewals with automated lifecycle management.
- **Harmony Knowledge Base**: Automatically generated from resolved tickets, continuously filling knowledge gaps.
- **AWS Marketplace Listing**: Available as a seller on AWS Marketplace for easy procurement.

## Market Standing
- **Valuation / Market Cap**: Not publicly disclosed
- **Key Metric**: Headcount of 35 employees (as of mid-2026) with +9.3% monthly growth; 4,633 LinkedIn followers growing +13.8% monthly
- **Notable Investors / Partners**: Presence on AWS Marketplace; reseller partnership with YHM (UK); teams include alumni from YL Ventures, Vine Ventures (notable VC connections, but explicit investment not confirmed)
- **Growth Signals**: UK debut at the Service Desk and IT Support Show (SITS) in May 2026; launched Renewal Management feature; rapidly hiring across product, engineering, AI, and legal roles; company uses its own platform (“Harmony runs on Harmony”)

## Competitive Advantages
- **Agentic AI‑first approach**: Goes beyond traditional ITSM by proactively resolving issues before users report them.
- **Autonomous operations**: Automates knowledge creation, ticket routing, asset lifecycle, and approvals — reducing manual work.
- **Hybrid integration**: Works alongside existing ITSM tools (ServiceNow, Jira, etc.) or as a full system of record, lowering switching barriers.
- **Out‑of‑the‑box workflows**: Pre‑built for common IT tasks (onboarding/offboarding, password resets, shadow IT detection) that can be customized.

## Strategic Focus
- Expand from IT to other enterprise service domains (HR, facilities, finance)
- Scale global presence through channel partners (e.g., YHM in the UK) and cloud marketplaces (AWS)
- Deepen AI agent capabilities and proactive detection
- Continue building out the product team (recently hired a VP Product, Head of AI, and Data Scientist)

## Why Work Here
- **Culture**: Fast‑growing, AI‑first startup with a strong technical team (many from Cisco, Microsoft, Epsagon, Yotpo). Emphasis on autonomy and “building the future of service management.”
- **Remote / Hybrid / Office**: Headquarters in New York (NYC) with significant engineering presence in Tel Aviv, Israel. Likely hybrid/remote‑friendly (roles listed on Ashby include remote positions).
- **Notable aspects**: Opportunity to shape a product still in its early stage; high ownership and impact; collaborative cross‑functional environment (engineering, product, AI, sales).

## Sources
1. [harmony.io](https://harmony.io/)
2. [LinkedIn Company Profile](https://www.linkedin.com/company/harmonyio)
3. [GitHub Organization](https://github.com/harmonyso)
4. [AWS Marketplace Seller Profile](https://aws.amazon.com/marketplace/seller-profile?id=seller-ewmsrdpzlvoeu)
5. [Harmony Jobs Page](https://jobs.ashbyhq.com/harmony)

## Other roles at Harmony

- [Software Engineer](https://feeny.ai/job/software-engineer-harmony-israel-dypvrcnjwz11) — Israel
- [Director of Revenue Operations](https://feeny.ai/job/director-of-revenue-operations-harmony-new-york-gha9bre15shd) — New York, NY
- [Field Marketing Manager](https://feeny.ai/job/field-marketing-manager-harmony-new-york-2pt2rkfqwv1k) — New York, NY
- [Solutions Engineer (Pre-Sales) - Tel Aviv](https://feeny.ai/job/solutions-engineer-pre-sales-tel-aviv-harmony-israel-s4kz6pjtmbxj) — Israel
- [AI-First Marketing Generalist & Agent Manager](https://feeny.ai/job/ai-first-marketing-generalist-agent-manager-harmony-new-york-8jdgpnexjmbn) — New York, NY
- [Talent Acquisition Partner](https://feeny.ai/job/talent-acquisition-partner-harmony-new-york-bysb21wjppdz) — New York, NY
- [Account Executive  - Central Region US (Remote)](https://feeny.ai/job/account-executive-central-region-us-remote-harmony-united-states-ffrs08m714b9) — United States
- [Account Executive  - New York (HQ)](https://feeny.ai/job/account-executive-new-york-hq-harmony-new-york-vtm6n7xcr94p) — New York, NY
- [Account Executive  - East Region US (Remote)](https://feeny.ai/job/account-executive-east-region-us-remote-harmony-united-states-sk1zc3a48cy9) — United States
- [Account Executive  - SF Bay Area (Remote)](https://feeny.ai/job/account-executive-sf-bay-area-remote-harmony-united-states-an5187hxges1) — United States