Horizon3 AI

Horizon3 AI

Staff Technical Support Engineer

US, Remote · Staff+ · Full-time

Sponsorship not specified$117k-$145kDetected 2 days 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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This listing is sourced directly from Horizon3 AI's careers page and normalized into a canonical job model.