Horizon3.ai

Senior Technical Support Engineer

US, Remote · Senior · Full-time

Sponsorship not specified$102k-$127kDetected 42 days ago

JavaScriptPythonBashPowerShellDistributed SystemsFull-Stack DevelopmentSQLNoSQLAWSGCPAzureCloud PlatformsDockerKubernetesTerraformAnsibleLinuxDatadogRESTOAuthCybersecurityDetection EngineeringComplianceCustomer Support

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: $102,465 - $126,500 annually.

Responsibilities

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.
Collaborate with engineering, product, and sales teams to escalate and resolve intricate technical challenges, while documenting solutions for knowledge sharing.
Monitor and respond to support tickets in a timely manner, maintaining SLAs and contributing to continuous improvement of support processes.
Stay abreast of emerging technologies and industry trends to enhance support capabilities and customer satisfaction.
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).
Basic understanding of database concepts, including relational and schemaless databases (e.g., SQL vs. NoSQL), schema design, querying, and basic administration tasks.

Requirements

Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field (or equivalent professional experience).
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).
In-depth knowledge of networking fundamentals, including TCP/IP, firewalls, VPNs, load balancers, and network troubleshooting tools (e.g., Wireshark, tcpdump).
Experience equivalent to a junior cloud administrator role in an enterprise setting, managing multi-tenant environments, resource allocation, and compliance requirements.
Familiarity with identity management systems, including Role-Based Access Control (RBAC), Single Sign-On (SSO) protocols (e.g., OAuth, SAML), and directory services (e.g., Active Directory, LDAP).

Nice to have

Proven experience integrating and troubleshooting APIs, including RESTful services, authentication mechanisms, and API-driven automations in enterprise applications.
Familiarity with observability tools like Datadog, including monitoring, logging, and alerting for distributed systems to enhance system reliability and performance.
Basic experience with managed database services such as Amazon RDS, including setup, backups, scaling, and query optimization.
Full-stack coding proficiency in languages like Python, JavaScript, or Go, with experience developing custom tools or scripts for support automation.
Background in cybersecurity, including knowledge of threat detection, vulnerability management, encryption standards, and compliance frameworks (e.g., SOC 2, GDPR).
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

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.
We are committed to fostering an environment where all employees feel valued, respected, and rewarded for their contributions.
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:
$102,465 - $126,500 annually.

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 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.
Provide advanced technical support to enterprise customers via phone, email, chat, and remote sessions, troubleshooting issues across cloud, networking, and infrastructure domains.

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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