Staff Technical Support Engineer

Horizon3.ai
United States
Workplace: RemoteFull timeUSD 117,000 - 145,000 annuallyFunction: Customer Support (Service Desk)Experience: 8+ yearsEducation: bachelorsSkills: ["Root cause analysis","Cross-functional collaboration","Documentation","Incident response","Mentoring"]

Serve as a senior technical authority for enterprise customers, resolving the most complex cloud, networking, and security issues. Lead root-cause analysis for recurring problems and partner with engineering and product to drive long-term reliability improvements. Own escalation processes, SLA frameworks, and customer environment architecture reviews, including infrastructure as code and containerized cloud-native patterns. Mentor support engineers and continuously improve tooling and knowledge to elevate customer outcomes.

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FursaFursa
Horizon3.ai
Horizon3.ai
1 month ago

Staff Technical Support Engineer

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Source: Company careers pageValidated by: Fursa AI
Last checked: 10 hours agoStatus: Live

Job Summary

Serve as a senior technical authority for enterprise customers, resolving the most complex cloud, networking, and security issues. Lead root-cause analysis for recurring problems and partner with engineering and product to drive long-term reliability improvements. Own escalation processes, SLA frameworks, and customer environment architecture reviews, including infrastructure as code and containerized cloud-native patterns. Mentor support engineers and continuously improve tooling and knowledge to elevate customer outcomes.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Serve as the ultimate escalation point and resolve the most critical, complex issues across cloud, networking, and infrastructure.
  • •Drive root-cause analysis for systemic and recurring problems and influence upstream engineering/product fixes.
  • •Lead cross-functional efforts to address complex technical challenges and establish scalable documentation and knowledge frameworks.
  • •Own and review customer environment architecture designs, including best practices for infrastructure as code and cloud-native patterns.
  • •Define support processes and SLA/escalation paths, mentor team members, and introduce tools and practices to improve support effectiveness.
Travel: Low travel

Pay and Benefits

Salary: USD 117,000 - 145,000 annually
Perks:Health InsuranceVisionDentalParental Leave

Key Requirements

  • •8+ years of experience in technical support, systems administration, or cloud operations, supporting large-scale enterprise B2B deployments.
  • •Proficiency in Linux administration, including performance tuning and security hardening.
  • •Hands-on containerization experience with Docker and Kubernetes (or equivalent), including operations at scale.
  • •Advanced knowledge of cloud platforms (AWS, Azure, or GCP) and Infrastructure as Code tools such as Terraform, Ansible, or CloudFormation.
  • •Expert networking and troubleshooting skills (TCP/IP, BGP, VPNs, load balancers) plus observability (e.g., Datadog) and scripting/automation in Bash and Python.
Experience:8+ yearsCybersecurityEnterprise B2BCloud operationsContainerizationIncident response
Education:Bachelor's
Skills:Root cause analysisCross-functional collaborationDocumentationIncident responseMentoring
Certifications:AWS Solutions Architect ProfessionalCKACKADRHCE
Tech Stack:LinuxDockerKubernetesAWSAzureGCPTerraformAnsibleCloudFormationTCP/IPBGPFirewallsVPNsLoad balancersWiresharkTcpdumpRESTGraphQLOAuthSAML

Company Brief

Horizon3.ai
Builds NodeZero®, an autonomous penetration-testing platform that continuously finds, prioritizes, and verifies exploitable vulnerabilities across on-premises, cloud, and hybrid environments to help organizations reduce security risk.
Industry: Cybersecurity
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Funding: Series D
Headquarters: San Francisco, United States
Founded: 2019
Glassdoor
Glassdoor: 4.9
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