Technical Account Manager - New York

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

Harmony is building an enterprise service management platform that runs itself. We need a Forward Deployed Engineer who takes new customers from signed contract to live, then makes Harmony work harder for them by building, configuring and extending our agents inside their environment.

This is an engineering role that sits with the customer. You’ll lead rollouts, write code when the out-of-the-box product isn’t enough, and be the technical advisor IT and HR leaders rely on. When a customer needs a complex agent built, you build it.

What You’ll Do

• Lead rollouts for new accounts, from handoff with Solutions Engineering to go-live: integrations, configuration, agent setup and launch
• Build tailored solutions on top of Harmony when needed: complex agents, custom workflows, integrations and scripts
• Own health and adoption metrics for your accounts, and ship the changes that move them
• Run customer enablement and on-site technical sessions with IT and HR teams
• Act as technical advisor to customer IT leaders on getting the most out of Harmony across IT, HR, finance and beyond
• Partner with Support on escalations that need deep knowledge of the platform or the customer’s environment
• Turn what you build in the field into reusable agents, templates and product feedback for Product and Engineering
• Build internal tooling and automation that makes deployments faster and repeatable

What We’re Looking For

Required Qualifications

• 3+ years as a TAM, Customer Success Engineer or Architect, FDE, or in a similar customer-facing technical role
• Hands-on with APIs, webhooks, authentication (OAuth, SSO) and data integrations
• Experience building with LLMs or AI agents: prompting, tool calling, multi-step workflows
• Can own a customer deployment end to end and explain technical tradeoffs to a VP of IT
• Clear communicator, in writing and in the room
• Uses AI tools (Claude, ChatGPT, Copilot) as a natural part of how you work

Preferred Qualifications

• Coding experience
• Familiarity with ITSM concepts and enterprise IT environments
• Experience at an early-stage B2B SaaS or AI 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.