Senior Federal Technical Support Engineer

🔥 26 minutes ago

☕ Washington – Remote

☕ Washington – Remote

💵 $102.5k - $126.5k / year

⏰ Full Time

🟠 Senior

📞 Support Engineer

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Horizon3.ai

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2019

Horizon3.ai's mission is to help you find and fix attack vectors before attackers can exploit them. NodeZero, our autonomous penetration testing solution, enables organizations to continuously assess the security posture of their enterprise, including external, identity, on-prem, IoT, and cloud attack surfaces.

📋 Description

• Provide advanced technical support to enterprise customers via phone, email, chat, and remote sessions • 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 • Assist in the deployment and optimization of customer environments • Monitor and respond to support tickets in a timely manner, maintaining SLAs • Mentor junior team members and contribute to internal training resources • 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 • 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 • Solid understanding of cloud platforms (AWS, Azure, or GCP) and Infrastructure as Code (IaC) tools like Terraform, Ansible, or CloudFormation • In-depth knowledge of networking fundamentals, including TCP/IP, firewalls, VPNs, load balancers, and network troubleshooting tools • Basic scripting skills in languages such as Bash, Python, or PowerShell for automation of routine tasks • Demonstrated self-learning ability, evidenced by personal projects, home labs, certifications, or contributions to open-source communities • Experience equivalent to a junior cloud administrator role in an enterprise setting • Familiarity with identity management systems, including Role-Based Access Control (RBAC), Single Sign-On (SSO) protocols, and directory services • Basic understanding of database concepts, including relational and schemaless databases

🏖️ Benefits

• Health, vision & dental insurance for you and your family • Flexible vacation policy • Generous parental leave • Growth opportunities and career development