What You'll Do

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. 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.

Key Responsibilities

• 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.
• 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.

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field (or equivalent professional experience).
• 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.
• Able to work U.S. Eastern Timezone Hours
• 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.
• Deep hands-on experience with Docker and containerization technologies, including designing, deploying , and operating containerized workloads at scale in Kubernetes or equivalent orchestration platforms, with understanding of cluster health and rollout strategies. (OR CKA/CKAD)
• Advanced knowledge of cloud platforms (AWS, Azure, or GCP) and Infrastructure as Code tools such as Terraform, Ansible, or CloudFormation.
• Expert-level understanding of networking fundamentals, including TCP/IP, BGP, firewalls, VPNs, load balancers, and advanced network troubleshooting using tools such as Wireshark and tcpdump in production environments.
• Experience integrating and troubleshooting APIs at scale, including RESTful and GraphQL services, complex authentication flows, webhook architectures, and API-driven automation across enterprise ecosystems.
• 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.
• Demonstrated self-direction and continuous learning, evidenced by certifications (e.g., AWS Solutions Architect Professional, CKA, RHCE, or equivalent), technical writing, open-source contributions, or leadership of internal technical initiatives.
• Proven experience operating in complex enterprise environments, including multi-tenant architecture with knowledge of industry or government compliance requirements.
• Deep familiarity with identity and access management systems, including RBAC, SSO protocols (OAuth, SAML), directory services (Active Directory, LDAP), and the ability to troubleshoot end-to-end authentication and authorization flows independently.
• Solid understanding of database concepts across relational, NoSQL, and Graph based systems, including query development and general administration in production contexts.

Preferred Qualifications

• Substantial background in cybersecurity, including hands-on experience with threat detection and response, pentesting, vulnerability management programs, encryption standards, and compliance frameworks such as SOC 2, FedRAMP, or GDPR.
• 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.

Travel Required

We are a fully remote company, and this job may require up to 5% of travel to be successful.

Perks of Horizon3.ai

• 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.
• Hybrid & Remote Work: We embrace a mix of remote and hybrid work models depending on role and location, including our Chicago office, where some roles require regular in-office presence.
• Competitive Compensation: We offer competitive salary, equity and benefits. Our benefits include health, vision & dental insurance for you and your family, a flexible vacation policy, and generous parental leave.

Compensation and Values

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:

• Base salary range: $117,000 - $145,000 annually. The exact salary will be determined based on the selected candidate's location, qualifications, experience, and relevant skills.
• Additional compensation: All full-time roles are eligible for an equity package in the form of stock options.

Other Duties

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.

Application Note

In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.