Senior Deployment Engineer

About Harmonic Security

Harmonic Security lets teams adopt AI tools safely by protecting sensitive data in real time with minimal effort. It gives enterprises full control and stops leaks so that their teams can innovate confidently. We are led by cybersecurity experts and backed by top investors including N47, Ten Eleven Ventures, and In-Q-Tel. We’ve achieved early traction and strong product-market fit with a world-class team, and we’re now focused on scaling reliable, repeatable deployments across a growing customer base. This is an opportunity to join early, work hands-on with real customer environments, and help define how a new category of security software is delivered and adopted in the enterprise.

About the Team

Our Product Delivery team is the engine that turns vision into impact. We ship early and often, getting valuable features into the hands of customers quickly and iterating from there. We work in the open by default, sharing progress and ideas, and we trust each other to own outcomes. We’re a small but mighty crew where every person plays a critical role and we’re committed to using AI to work smarter and faster.

About the Role

We’re hiring a Deployment Engineer to work at the intersection of software engineering, customer success, and solution delivery. You will play a critical role in deploying and integrating our platform within customer environments to make sure they can reap the rewards of our solution with immediate effect. The Deployment Engineer role sits in our Intercept Team, who own design, development and support of components such as our Browser Extension, Endpoint Security Agent and Model Context Protocol (MCP) Gateway. This role is for an experienced, technically strong individual who’s equally comfortable writing scripts, debugging integrations, designing deployment plans and explaining architecture to customer stakeholders. You will act as a technical owner during implementation and onboarding.

What You’ll Do

• 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 behaviour.
• 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 behaviour and ensure fixes are reproducible.

What Success Looks Like

• Customers receive clear, timely, and technically accurate support across a range of issues.
• Recurring support scenarios are well-documented and handled efficiently across the team.
• Critical operational steps (e.g., onboarding tasks, config changes) are tracked, visible, and executed predictably.
• Internal knowledge—technical FAQs, runbooks, doc templates—is shared and discoverable.
• You can simulate and validate customer issues in real-world scenarios using test tooling.
• Root cause reports are timely, technically sound, and improve both product quality and customer trust.
• You’re a trusted engineering partner to product and QA, representing field experience and customer needs.

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.

You Might Be a Fit if You…

• Enjoy bridging the gap between customers and product with a strong engineering mindset.
• Have a disciplined and structured approach to operations, documentation, and tooling.
• Want to understand the customer's system as deeply as your own product.
• Can balance pragmatism (getting things working) with repeatability (making them scalable and trackable).
• Have a high bar for documentation, knowledge sharing, and consistent guidance.
• Thrive in ambiguity and enjoy shaping structure where it’s missing.
• Take pride in representing the voice of the customer in engineering and product conversations.

Why Join Us

This 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.

Harmonic’s Core Values

• Flourish in the Unknown: We relish being thrown into new, unfamiliar situations that require initiative and rapid decision-making. We orient ourselves quickly and deliver results with minimal guidance.
• Never Full: We never hesitate to raise our hands and take on challenges to assist those in need. We hunger for opportunities to learn and do more.
• Perfect Harmony: We have a genuine willingness to assist and support one another to create cohesion and unity. We foster success through collaboration and honest sharing of feedback and ideas, enabling everyone to grow and produce their best work.