Horizon3.ai

Staff Technical Support Engineer

US, Remote · Staff+ · Full-time

Sponsorship not specified$117k-$145kDetected 1 day ago

JavaScriptPythonBashFull-Stack DevelopmentNoSQLAWSGCPAzureCloud PlatformsDockerKubernetesTerraformAnsibleLinuxDatadogGraphQLRESTOAuthCybersecurityDetection EngineeringIncident ResponseComplianceCustomer SupportTCP/IP

About the role

NodeZero has been adopted by organizations of all sizes, from small educational institutions to government agencies and Global 100 enterprises.
In accordance with various State's transparency regulations, we provide the following salary range information for this position: - Base salary range: $117,000 - $145,000 annually.

Responsibilities

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.
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.
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.

Requirements

Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field (or equivalent professional experience).
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.
Advanced knowledge of cloud platforms (AWS, Azure, or GCP) and Infrastructure as Code tools such as Terraform, Ansible, or CloudFormation.
Experience integrating and troubleshooting APIs at scale, including RESTful and GraphQL services, complex authentication flows, webhook architectures, and API-driven automation across enterprise ecosystems.
Proven experience operating in complex enterprise environments, including multi-tenant architecture with knowledge of industry or government compliance requirements.

Nice to have

Full-stack development proficiency in Python, JavaScript, or Go, with a portfolio of custom internal tooling, support automation platforms, or customer-facing integrations built to production standards.
Inclusive Team: We value diversity and promote an inclusive culture where everyone can thrive.
Innovative Culture: Work in a collaborative environment that encourages creativity and out-of-the-box thinking.
Compensation and Values
At Horizon3, every team member is valued and supported in an environment that encourages personal and professional growth.
We welcome candidates from all backgrounds and experiences, and we encourage all qualified individuals to apply.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee.
Duties, responsibilities, and activities may change at any time with or without notice.

Skills

Get to Know Us
It is used by ITOps/SecOps teams, consulting pentesters, and MSSPs and MSPs.

Compensation

We offer competitive salary, equity and benefits.
At Horizon3, we believe that our people are our greatest asset, and our compensation philosophy reflects this core value.
Our compensation structure is designed to be fair, competitive, and transparent, ensuring that every team member is recognized and compensated equitably across roles, levels, and locations.
In accordance with various State's transparency regulations, we provide the following salary range information for this position:
$117,000 - $145,000 annually.
The exact salary will be determined based on the selected candidate's location, qualifications, experience, and relevant skills.

Benefits

Our benefits include health, vision & dental insurance for you and your family, a flexible vacation policy, and generous parental leave.
All full-time roles are eligible for an equity package in the form of stock options.

Company info

Work in a collaborative environment that encourages creativity and out-of-the-box thinking.
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.
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.
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.

Equal opportunity

Our commitment to diversity and inclusion means we strive to attract, develop, and retain a workforce that reflects the varied communities we serve.
equal opportunity employer - we are a community that values diversity, equity, and inclusion as fundamental principles of our culture and success.

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