Senior Software Engineer - Customer Engineering in London

How We Work: AI-First by Design. Harmonic exists to help enterprises adopt AI safely and at scale. We hold ourselves to that same standard. Everyone here actively leverages AI tools to perform their best work — from deep research and writing to building robust processes and automating complex workflows. We expect every new hire to bring a genuine curiosity for AI and a commitment to using it to work smarter, faster, and with greater creativity.

About the Team: Customer Engineering is a brand-new function at Harmonic, and you'll be one of the first people to build it. This is a deliberate philosophy, not just a new team name: we're treating customer experience as an engineering problem. Every repeated question or manual fix is a signal that something should be automated, instrumented, or resolved at the root, not answered by hand. The mission is simple to state and hard to do well: give customers fast, accurate answers, and use engineering to make the next hundred questions faster to answer than the last one.

About the Role: We're looking for a Backend Engineer to sit inside Customer Engineering rather than the product roadmap team. You'll be the technical backbone for how we support and delight customers day-to-day: triaging and fixing bugs, resolving smallish customer requests, spotting opportunities to get ahead of a problem or surprise a customer with something they didn't ask for, and — critically — building tools and automation that let customers (and the team around you) get answers without needing an engineer in the loop every time.

What You'll Do:

• Triage, diagnose, and fix customer-reported bugs across our backend services.
• Deliver smallish customer-driven requests and improvements, keeping a lightweight roadmap of your own.
• Build tooling and automation that let customers and internal teams self-serve answers, cutting down repeat questions that would otherwise need an engineer.
• Dig into microservices, event-driven pipelines, and integrations with identity providers and data security platforms to find and resolve root causes, not just symptoms.
• Work directly with customers and internal stakeholders to understand what's actually blocking them, then decide whether the right fix is a patch, a tool, or a process change.
• Instrument and monitor the systems customers depend on so recurring issues get surfaced and fixed before they pile up.
• Look for moments to delight, not just resolve: a workflow that could be smoother, a report that could be automatic, a question that could be answered before it's asked.
• Track how much of the customer experience is still manual, and systematically drive that down through automation and fixes.
• Help define what 'good' looks like for this function — process, tooling, and metrics.

What You Bring:

• 5+ years of professional software engineering experience building backend services and distributed systems in the Java ecosystem (Java, Spring Boot, Maven).
• Strong understanding of event-driven architectures, asynchronous processing patterns, messaging systems, and distributed system design.
• Proven experience designing and maintaining RESTful APIs, web hooks, and service-to-service integrations.
• Comfortable operating in AWS, GCP, or Azure environments and working with modern observability tooling, logging, and monitoring platforms.
• A track record of delivering performant, reliable and scalable applications.
• Excellent collaboration and communication skills in cross-functional teams, including direct, empathetic communication with customers.
• Comfortable moving between hands-on debugging, small feature delivery, and building internal tooling in the same week.

You Might Be a Fit if You:

• Have experience building products in cybersecurity, identity, governance, compliance, data protection, or enterprise SaaS environments.
• Understand not just how to build systems, but why architectural decisions matter.
• Can balance scalability, reliability, maintainability, and speed of execution.
• Think critically about security, observability, and operational excellence from day one.
• Love the idea of blending software development, distributed systems and data-intensive applications.
• Strong familiarity with authentication and identity technologies such as OAuth, OpenID Connect (OIDC), SAML, SCIM, Entra ID (Azure AD), Okta, or other enterprise identity providers.
• Thrive in fast-paced startup environments where ambiguity is the norm.
• Enjoy shaping culture and engineering practices, not just writing code - especially for a function that doesn't exist yet.
• Get satisfaction from unblocking a customer quickly, and then from automating away the need to do it again.
• Prefer variety and a mix of problem sizes over long, single-threaded builds.
• Leverage AI tools as an engineer to help you build smarter, faster and better.

Why Join Us: This isn't just a job - it's a chance to help define a category. We're building at the intersection of AI and security, carving out an emerging market where the rules haven't been written yet, and the people who join now will write them. 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.

Compensation | Benefits: Compensation Range: £98K - £110K.

Harmonic's Core Values:

• Flourish in the Unknown: We embrace new, unfamiliar situations that require initiative and rapid decision-making.
• Never Full: We raise our hands, take on challenges, and assist others whenever possible.
• Perfect Harmony: We support one another to create cohesion and unity.