Senior Technical Support Engineer

About the role

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.

Responsibilities

• Provide advanced technical support to enterprise customers via phone, email, chat, and remote sessions, troubleshooting issues across cloud, networking, and infrastructure domains.
• Diagnose and resolve customer-reported problems, performing root cause analysis to prevent recurrence and ensure high availability of services.
• Collaborate with engineering, product, and sales teams to escalate and resolve intricate technical challenges, while documenting solutions for knowledge sharing.
• Aid in the deployment and optimization of customer environments, offering guidance on best practices for infrastructure as code (IaC) and containerized applications.
• Monitor and respond to support tickets in a timely manner, maintaining SLAs and contributing to continuous improvement of support processes.
• Mentor junior team members and contribute to internal training resources, fostering a culture of knowledge transfer and technical excellence.
• Stay abreast of emerging technologies and industry trends to enhance support capabilities and customer satisfaction.

Requirements

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field (or equivalent professional experience).
• 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).
• 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).
• Solid understanding of cloud platforms (e.g., AWS, Azure, or GCP) and Infrastructure as Code (IaC) tools like Terraform, Ansible, or CloudFormation, with experience provisioning and managing cloud resources.
• In-depth knowledge of networking fundamentals, including TCP/IP, firewalls, VPNs, load balancers, and network troubleshooting tools (e.g., Wireshark, tcpdump).
• Basic scripting skills in languages such as Bash, Python, or PowerShell for automation of routine tasks, diagnostics, and simple workflow enhancements.
• Demonstrated self-learning ability, evidenced by personal projects, home labs, certifications (e.g., AWS Certified Solutions Architect, Linux+, or equivalent), or contributions to open-source communities, with a track record of adapting to new technologies independently.
• 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).
• Basic understanding of database concepts, including relational and schemaless databases (e.g., SQL vs. NoSQL), schema design, querying, and basic administration tasks.

Preferred Qualifications

• 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).

Benefits

Perks of Horizon3.ai: Inclusive Team, Growth Opportunities, Innovative Culture, Hybrid & Remote Work, Competitive Compensation.

Payscale Range

Base salary range: $102,465 - $126,500 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.

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.