Senior Technical Support Engineer, Horizon3
$100-140k
May require up to 5% of travel
Autonomous security solutions
Open for applications
Autonomous security solutions
101-200 employees
Open for applications
$100-140k
May require up to 5% of travel
101-200 employees
Company mission
To help find and fix attack vectors before attackers can exploit them.
Role
Who you are
- As a remote first company, we require minimum 25Mbps consumer grade broadband connection
- This role requires strong programming and troubleshooting skills, with the ability to address escalated issues without further escalation to the product team
- Strong problem-solving skills, with the ability to troubleshoot and resolve highly complex technical issues across multiple domains, including software, infrastructure, and APIs
- Advanced proficiency in Python programming, Linux administration, and working with databases (Postgres & Neo4J) to investigate and resolve issues at a deep technical level
- Demonstrated ability to develop and maintain backend services using frameworks like FastAPI, and experience with full stack development as needed for internal tools
- Excellent verbal and written communication skills, with the ability to translate complex technical issues into clear, actionable explanations for both technical and non-technical audiences
- Highly organized with strong time management skills, capable of juggling multiple priorities and ensuring timely ticket resolutions
- Proven ability to work independently and collaboratively, fostering teamwork across support and engineering departments
- Proactive and solutions-oriented mindset, continuously looking for opportunities to improve support processes and deliver innovative solutions
- Strong emotional intelligence, with the patience and empathy required to handle challenging situations and provide exceptional customer support
- 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
What the job involves
- Core Hours: 9am - 5pm Eastern US
- 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
- The Senior Technical Support Engineer will also contribute to code bases and provide detailed documentation to ensure smooth transitions between support and engineering teams
- This role reports directly to the Senior Engineering Manager - Global Technical Support Engineering
- Serve as the final tier of technical escalation for complex customer issues, providing expert-level live technical support and owning issue resolution prior to engaging product engineering
- Collaborate closely with Engineering teams to analyze and understand product behavior, pulling down code repositories when necessary to identify potential causes of issues and provide informed technical feedback
- Develop, maintain, and troubleshoot services built by the Support team, including FastAPI applications that integrate with Zendesk chatbots to enhance customer workflows and provide automation around ticket state changes
- Build and deploy custom solutions to assist customers who encounter product limitations, such as API-based automation scripts that provide enhanced functionality outside the standard product offering
- Manage and resolve escalated support tickets, ensuring timely and effective resolutions while minimizing the need for escalation to product engineering
- Proactively contribute to improving the support experience by identifying recurring technical issues and providing recommendations for process or documentation improvements
- Lead in-depth troubleshooting and root cause analysis, leveraging product knowledge to provide actionable feedback to customers
- Continuously review, refine, and enhance support processes, aligning with industry best practices to ensure efficiency and quality of service
- Mentor junior support engineers, offering guidance on advanced troubleshooting techniques and deep product knowledge to foster team growth
- Maintain and update the self-service knowledge base with detailed technical articles, improving self-service resources for both customers and internal teams
- Stay up to date with product developments by participating in ongoing training, technical workshops, and internal briefings to maintain deep product expertise
Application process
- Only US persons can interview for this role due to security clearance requirements by our customer(s) and/or vendor(s). Employee must be eligible for and successfully secure a US Federal Security Clearance as a condition of employment
Our take
In an era marked by escalating cyber threats and data breaches, safeguarding digital assets has become a high priority across all industries. Amid this landscape, Horizon3.ai stands out as an autonomous security solution by addressing the critical need for robust cybersecurity.
At the heart of Horizon3.ai's mission is NodeZero™, a platform designed to elevate proactive security measures. Using this, customers can verify their security posture and identify potential vulnerabilities through self-service. This proactive approach to cybersecurity effectively thwarts potential exploits and ensures the integrity of their digital infrastructure.
With recent funding under its belt, the company is poised to further its ambition to develop into an industry-leading cybersecurity company. The infusion of funds will be channelled towards expanding its partner network and refining its offerings. Horizon3 aims to establish itself as a pivotal player in the evolving cybersecurity landscape, growing its presence across industries and geographies.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 5 rounds)
Aug 2023
$40m
SERIES C
Nov 2021
$30m
SERIES B
Total funding: $87m
Company benefits
- Growth Opportunities: Be part of a dynamic and growing team with numerous career advancement opportunities
- Innovation-Driven Culture: Work in a collaborative environment that encourages creativity and out-of-the-box thinking
- Flexible Work Environment: Enjoy the convenience and work-life balance that comes with remote work
- Inclusive and Diverse Team: We value diversity and promote an inclusive culture where everyone can thrive
Company HQ
SoMa, San Francisco, CA
Articles
Leadership
Snehal Antani
(Co-Founder & CEO)Graduated from the Rensselaer Polytechnic Institute with an MS in Computer Science. Previously worked at IBM as a Lead Architect, at GE Capital as the CIO of Distribution Finance and Splunk as the SVP & GM of Business Analytics & IoT.
Anthony Pillitiere
(Co-Founder)Graduated from the University of Maryland with a Bachelor's Degree in Computer Systems Networking and Telecommunications. Previously worked at the United States Air Force in multiple roles, including Deputy Chief Technology Officer.
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