Senior Technical Support Engineer

October 20

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Horizon3.ai

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cybersecurity • penetrationtesting • AI • purpleteams • infosec

51 - 200

Description

• Get to Know Us • Horizon3.ai is a fast-growing, remote cybersecurity company dedicated to enabling organizations to proactively find, fix, and verify exploitable attack vectors before criminals exploit them. • The Senior Technical Support Engineer is a critical technical leader within our customer support organization, playing a key role in diagnosing, resolving, and preventing complex technical issues while maintaining a high standard of customer service. • This role requires strong programming and troubleshooting skills, with the ability to address escalated issues without further escalation to the product team. • Lead in-depth troubleshooting and root cause analysis, leveraging product knowledge to provide actionable feedback to customers. • Maintain and update the self-service knowledge base with detailed technical articles, improving self-service resources for both customers and internal teams.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related discipline, or equivalent practical experience. • 8-10 years of experience in technical support, software development, operations, or a related technical role, with a strong focus on troubleshooting, root cause analysis, and customer issue resolution. • Demonstrable expertise in administering and troubleshooting Linux environments, with strong proficiency in bash scripting and the standard Linux toolchain. • Advanced programming skills in Python, with practical experience in developing automation tools and working with version control systems (e.g., Git). • Proficiency in querying and managing relational and graph databases, specifically Postgres and Neo4J. • Hands-on experience with cloud platforms (e.g., AWS) and containerization technologies like Docker, with an understanding of deployment, scaling, and troubleshooting cloud-based services. • Familiarity with cybersecurity principles, best practices, and common vulnerabilities, particularly in the context of application security and infrastructure hardening.

Benefits

• Inclusive Team: We value diversity and promote an inclusive culture where everyone can thrive. • Growth Opportunities: Be part of a dynamic and growing team with numerous career development opportunities. • Innovative Culture: Work in a collaborative environment that encourages creativity and out-of-the-box thinking. • Remote Work: We are a 100% remote company. Enjoy the flexibility to work in the way that supports you and brings out your best. • Competitive Compensation: We offer competitive salary and benefits which includes health, vision & dental care for you and your family, a flexible vacation policy, and generous parental leave.