Senior Technical Support Engineer

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 motivated Mid to Senior Level Enterprise Technical Support Engineer with 5+ years of hands-on industry experience to join our high-performing support team. In this role, you will serve as a key technical resource for our enterprise customers, diagnosing and resolving complex issues related to cloud infrastructure, networking, and security. You'll collaborate with cross-functional teams to ensure seamless customer experiences, leveraging your expertise in Linux, containerization, and cloud technologies. This position requires a proactive self-learner who thrives in fast-paced enterprise environments and can handle escalated support tickets with minimal supervision. Key Responsibilities - Provide advanced technical support to enterprise customers via phone, email, chat, and remote sessions, troubleshooting issues across cloud, networking, and infrastructure domains. - Diagnose and resolve customer-reported problems, performing root cause analysis to prevent recurrence and ensure high availability of services. - Collaborate with engineering, product, and sales teams to escalate and resolve intricate technical challenges, while documenting solutions for knowledge sharing. - Assist in the deployment and optimization of customer environments, offering guidance on best practices for infrastructure as code (IaC) and containerized applications. - Monitor and respond to support tickets in a timely manner, maintaining SLAs and contributing to continuous improvement of support processes. - Mentor junior team members and contribute to internal training resources, fostering a culture of knowledge transfer and technical excellence. - Stay abreast of emerging technologies and industry trends to enhance support capabilities and customer satisfaction. Required Qualifications - Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field (or equivalent professional experience). - 5+ years of relevant industry experience in technical support, systems administration, or cloud operations, ideally in an enterprise-level environment (e.g., supporting large-scale deployments for Fortune 500 clients). - Strong proficiency in Linux administration, including server configuration, performance tuning, security hardening, and troubleshooting in production environments. - Hands-on experience with Docker and containerization technologies, such as building, deploying, and managing containerized applications in orchestrated environments (e.g., Kubernetes or similar). - Solid understanding of cloud platforms (e.g., AWS, Azure, or GCP) and Infrastructure as Code (IaC) tools like Terraform, Ansible, or CloudFormation, with experience provisioning and managing cloud resources. - In-depth knowledge of networking fundamentals, inclu