Staff Technical Support Engineer

About this role

Get to Know Us

Horizon3.ai is a fast-growing, remote cybersecurity company dedicated to the mission of enabling organizations to proactively find and fix and verify exploitable attack vectors before criminals exploit them. Our flagship product, the NodeZeroTM platform, delivers production-safe autonomous pentests and other key assessment operations that scale across the largest internal, external, cloud, and hybrid cloud environments. NodeZero has been adopted by organizations of all sizes, from small educational institutions to government agencies and Global 100 enterprises. It is used by ITOps/SecOps teams, consulting pentesters, and MSSPs and MSPs. 

We are a fusion of former U.S. Special Operations cyber operators, startup engineers, and formerly frustrated cybersecurity practitioners. We're committed to helping solve our common security problems: ineffective security tools, false positives resulting in alert fatigue, blind spots, "checkbox” security culture, cybersecurity skills shortage, and the long lead time and expense of hiring outside consultants. Collectively, we are a team of learn it alls, committed to a culture of respect, collaboration, ownership, and results.

What You’ll Do

We are seeking a seasoned Staff-Level Enterprise Technical Support Engineer with 8+ years of hands-on industry experience to join our high-performing support team. In this role, you will serve as a senior technical authority for our enterprise customers, diagnosing and resolving the most complex issues related to cloud infrastructure, networking, and security. You'll drive cross-functional collaboration to ensure seamless customer experiences, applying deep expertise in Linux, containerization, and cloud technologies. This position requires a highly autonomous technical leader who excels in fast-paced enterprise environments, owns resolution of critical escalations, and actively shapes the technical direction of the support function.

Key Responsibilities

- Serve as the ultimate escalation point for enterprise customers, leading resolution of the most critical and ambiguous technical issues across cloud, networking, and infrastructure domains.

- Drive root cause analysis on systemic and recurring problems, partnering with engineering and product teams to influence upstream fixes and long-term reliability improvements.

- Lead cross-functional initiatives with engineering, product, and sales teams to resolve complex technical challenges, while establishing documentation standards and knowledge frameworks that scale across the team.

- Own the design and review of customer environment architectures, providing authoritative guidance on best practices for infrastructure as code, containerized applications, and cloud-native patterns.

- Define and refine support processes, SLA frameworks, and escalation paths, contributing directly to operational excellence and continuous improvement at the team level.

- Mentor and technically develop senior and junior team members alike, driving a culture of engineering rigor, knowledge sharing, and technical growth across the support organization.

- Identify emerging technology trends and proactively introduce capabilities, tooling, and practices that elevate the team's support effectiveness and customer outcomes.

Required Qualifications

- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field (or equivalent professional experience).

- 8+ years of relevant industry experience in technical support, systems administration, or cloud operations, with demonstrated tenure supporting large-scale, mission-critical deployments for enterprise B2B customers.

- Able to work U.S. Eastern Timezone Hours

- Expert-level proficiency in Linux administration, including advanced performance tuning and security hardening.

- Experience in supporting or implementing cybersecurity tools and solutions, preferably with knowledge of offensive security tools & tactics.

- Demonstrated experience leading production incident response in high-availability environments.

- Deep hands-on experience with Docker and containerization technologies, including designing, deploying , and operating containerized workloads at scale in Kubernetes or equivalent orchestration platforms, with understanding of cluster health and rollout strategies. (OR CKA/CKAD)

- Advanced knowledge of cloud platforms (AWS, Azure, or GCP) and Infrastructure as Code tools such as Terraform, Ansible, or CloudFormation.

- Expert-level understanding of networking fundamentals, including TCP/IP, BGP, firewalls, VPNs, load balancers, and advanced network troubleshooting using tools such as Wireshark and tcpdump in production environments.

- Experience integrating and troubleshooting APIs at scale, including RESTful and GraphQL services, complex authentication flows, webhook architectures, and API-driven automation across enterprise ecosystems.

- Hands-on expertise with queries and troubleshooting in observability platforms such as Datadog, including building dashboards.

- Strong scripting and automation skills in Bash & Python, with a history of building reusable tooling and workflow automations, with relevant examples.

- Demonstrated self-direction and continuous learning, evidenced by certifications (e.g., AWS Solutions Architect Professional, CKA, RHCE, or equivalent), technical writing, open-source contributions, or leadership of internal technical initiatives.

- Proven experience operating in complex enterprise environments, including multi-tenant architecture with knowledge of industry or government compliance requirements.

- Deep familiarity with identity and access management systems, including RBAC, SSO protocols (OAuth, SAML), directory services (Active Directory, LDAP), and the ability to troubleshoot end-to-end authentication and authorization flows independently.

- Solid understanding of database concepts across relational, NoSQL, and Graph

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