Support Engineer

Location: Akron, OH (in-office) · Travel: Occasional, a few times a year

About the Role

Harmoni connects manufacturing equipment to the shop floor and front office, giving machinists and managers real-time visibility into their operations. When something isn't working the way a customer expects, you're the person who figures out why.

This is a support role with real technical depth. Most of what comes your way you'll solve directly: tracing a configuration problem, reading logs to work out why a machine stopped reporting, correcting data, or explaining what the system is actually doing. The rest is where this job gets interesting. When the answer is "the product has a bug," you don't hand it off and wait. You dig into the code, write the fix, and open a pull request.

You'll work closely with our Customer Success team, who own the relationship and field the first questions, and with our developers, who you'll partner with on anything bigger than you should take on alone. You sit in the middle, and you're the reason problems get resolved instead of queued.

We're based in Akron, Ohio, and we value an in-person environment. Our training equipment and the rest of the team are here.

What You'll Do

• Own incoming technical issues from first look through resolution
• Diagnose problems across the whole stack: device connectivity, machine controls, our web application, and the data in between
• Resolve the majority of issues without a code change, through configuration, setup, data correction, and clear explanation
• Write and submit fixes yourself when the issue is a genuine product defect, opening pull requests that our developers review
• Build a complete picture before escalating, so anything that does reach a developer arrives with the history, the reproduction steps, and what you already ruled out
• Partner with Customer Success so customers get one coherent answer instead of a handoff
• Spot the patterns. Recurring issues are product feedback, and you'll be the first to see them
• Improve internal documentation and troubleshooting guides as you go

Who You Are

• You can read and write code. Not necessarily a career developer, but comfortable in a codebase, able to follow the logic, and capable of making a focused change with confidence. We work primarily in TypeScript and JavaScript.
• You debug for real. You're not satisfied with a workaround when you could find the cause. You form a hypothesis, test it, and keep going.
• You write clearly. A large part of this job is explaining things: to customers, to Customer Success, and to developers. The quality of your written handoff determines how fast something gets fixed.
• You're patient with people and impatient with problems. Customers reach you when they're frustrated. You stay steady with them and relentless with the underlying issue.
• You work well without a script. No two issues here look quite alike. You're comfortable with ambiguity and with figuring out where to look.
• Based in or near Akron, OH. We value an in-person environment and want you in the office with the team.

Nice to Have

• Experience in manufacturing, or with CNC machines and machine controls
• TypeScript, JavaScript, React, or Node.js
• SQL, and enough comfort with a database to answer a question yourself
• Git and a pull request workflow
• Networking fundamentals: Ethernet, switches, and how devices talk to each other
• Prior support engineering, technical support, or solutions engineering experience
• Exposure to industrial connectivity standards like MTConnect