Senior Technical Support Engineer, EMEA

Horizon3.ai
Amsterdam, United Kingdom, France, Ireland, Spain
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Experience: 5+ yearsEducation: bachelorsSkills: ["Collaboration","Ownership","Customer focus","Problem-solving","Self-learning"]

Serve as a key technical resource for enterprise customers, troubleshooting complex issues across cloud infrastructure, networking, and security. Provide advanced support through phone, email, chat, and remote sessions, performing root-cause analysis and ensuring service availability. Collaborate with engineering, product, and sales to resolve escalations and document solutions, while helping deploy and optimize customer environments using Linux, containerization, and infrastructure-as-code.

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FursaFursa
Horizon3.ai
Horizon3.ai
3 days ago

Senior Technical Support Engineer, EMEA

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 7 hours agoStatus: Live

Job Summary

Serve as a key technical resource for enterprise customers, troubleshooting complex issues across cloud infrastructure, networking, and security. Provide advanced support through phone, email, chat, and remote sessions, performing root-cause analysis and ensuring service availability. Collaborate with engineering, product, and sales to resolve escalations and document solutions, while helping deploy and optimize customer environments using Linux, containerization, and infrastructure-as-code.
Location: Amsterdam, United Kingdom, France, Ireland, Spain
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Provide advanced technical support to enterprise customers via phone, email, chat, and remote sessions across cloud, networking, and infrastructure.
  • •Diagnose and resolve customer issues using root-cause analysis to prevent recurrence and maintain high availability.
  • •Collaborate with engineering, product, and sales to escalate and resolve complex technical challenges; document solutions for knowledge sharing.
  • •Assist in deployment and optimization of customer environments, including best practices for infrastructure as code and containerized applications.
  • •Monitor and respond to support tickets to maintain SLAs; mentor junior team members and contribute to internal training resources.

Pay and Benefits

Equity and Bonus:Equity
Perks:Health InsuranceVisionDentalEquityParental Leave

Key Requirements

  • •Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field (or equivalent professional experience).
  • •5+ years of technical support, systems administration, or cloud operations experience in an enterprise environment.
  • •Background in cybersecurity, including threat detection, vulnerability management, encryption standards, and compliance frameworks (e.g., SOC 2, GDPR).
  • •Strong Linux administration skills, including production troubleshooting, performance tuning, and security hardening.
  • •Hands-on Docker/containerization and cloud technologies, including Kubernetes (or similar) plus IaC tools like Terraform, Ansible, or CloudFormation.
Experience:5+ yearsCybersecurityEnterpriseCloud operations
Education:Bachelor's
Skills:CollaborationOwnershipCustomer focusProblem-solvingSelf-learning
Certifications:AWS Certified Solutions ArchitectLinux+
Tech Stack:LinuxDockerKubernetesAWSAzureGCPTerraformAnsibleCloudFormationIaCTCP/IPFirewallsVPNsLoad balancersWiresharkTcpdumpBashPythonPowerShellOAuth

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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