About the role

Deployment Engineer at Harmonic Security integrating AI tools within customer environments. Facilitating real-time data protection and customer satisfaction through technical expertise and support.

Responsibilities

Serve as the primary technical contact for customers, handling inbound and proactive support cases
Provide Level 1 and Level 2 support for login issues, configuration questions, and platform behavior
Investigate and triage technical issues by gathering logs, HAR files, memory images, firewall configurations, and environment details
Respond to customers clearly, thoughtfully, and efficiently—this is a customer-facing engineering role
Coordinate internally to ensure critical steps are completed for each customer (e.g., onboarding, SSO setup, required configuration baselines)
Track and manage operational touchpoints with precision, ensuring visibility, accountability, and auditability
Own or contribute to internal and customer-facing documentation, working closely with Solution Architects and QA to align content and guidance
Use internal tooling (e.g., MDM systems like Intune) to simulate, validate, or reproduce customer environment issues, especially for endpoint components
Produce root cause analyses (RCAs) after incidents involving customer environments
Provide feedback to engineering and product teams via the Intercept Team, including participation in design reviews
Collaborate with QA to verify environment-specific behavior and ensure fixes are reproducible

What You Bring
4+ years in a technical customer-facing engineering role (e.g., Field Engineer, Support Engineer, Deployment Engineer)
Strong technical troubleshooting skills across web, identity (e.g., SSO), browser, and endpoint environments
Familiarity with tools like HAR capture, browser dev tools, system logs, and security policy review
Experience using or administering MDM platforms (e.g., Intune, Jamf, Kandji) for environment testing or deployment validation
Excellent written and verbal communication skills, especially when translating technical information for customers or documenting processes
Ability to organize, track, and communicate cross-functional operational workflows involving Support, QA, Product, and Solutions
Proficiency with tools like Notion, Confluence, Jira, or equivalent systems for content and process management
Comfort participating in post-incident reviews and drafting RCAs
Passion for ensuring customer satisfaction by making complex systems work reliably at scale

Why Join UsThis isn’t just a job; it’s an opportunity to be part of a team that is redefining cybersecurity. We believe today’s talent is tomorrow’s success, and we’re committed to creating an environment where you can do the best work of your life.
Competitive pay and meaningful equity with a direct stake in Harmonic’s success
Comprehensive benefits, pension plan, generous PTO, and flexible hybrid work
A small, passionate team that values transparency, creativity, and learning
Thoughtful leadership that cares deeply about growth, impact, and people
Annual global offsites (past trips include Lisbon and Nashville)
The chance to directly shape both our product and our culture as we build a category-defining company