Staff Technical Support Engineer, Horizon3

• 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
• 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
• Modern web application architectures, including SPAs, server-rendered apps, APIs, and microservice-backed platforms, with the ability to troubleshoot real browser, client-side, and authentication/authorization behavior in production
• 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)
• Linux administration, including advanced performance tuning and security hardening
• Networking fundamentals, including TCP/IP, BGP, firewalls, VPNs, load balancers, and advanced network troubleshooting using tools such as Wireshark and tcpdump in production environments
• Strong practical background in web application security, including common exploit classes, pentesting or AppSec-style testing, WAF and anti-bot constraints, and production-safe investigation of complex access and multi-role workflows
• Cloud platforms (AWS, Azure, or GCP) and Infrastructure as Code tools such as Terraform, Ansible, or CloudFormation
• Hands-on expertise with queries and troubleshooting in observability platforms such as Datadog, including building dashboards
• 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
• Solid understanding of database concepts across relational, NoSQL, and Graph based systems, including query development and general administration in production contexts

Desirable

• 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
• 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
• 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
• Demonstrated experience leading support incident response in high-availability environments
• 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