Staff Technical Support Engineer – Web App

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Horizon3.ai

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2019

🔒 Cybersecurity

🤖 Artificial Intelligence

☁️ SaaS

Cybersecurity • Artificial Intelligence • SaaS

Horizon3. ai is a cybersecurity company that specializes in autonomous penetration testing through its platform, NodeZero. The company's mission is to proactively identify and address attack vectors before they can be exploited, allowing organizations to continuously assess their security posture across various environments including cloud, IoT, and on-premises systems. Founded by veterans from the US Special Operations and National Security sectors, Horizon3. ai offers a self-service SaaS solution that provides organizations with insights into their security vulnerabilities without requiring persistent or credentialed agents.

📋 Description

• Serve as the ultimate escalation point for enterprise customers, resolving critical and ambiguous technical issues across cloud, networking, and infrastructure domains • Drive root cause analysis for systemic and recurring problems and partner with engineering and product teams on upstream fixes and reliability improvements • Lead cross-functional initiatives with engineering, product, and sales teams • Establish documentation standards and scalable knowledge frameworks • Design and review customer environment architectures and provide guidance on infrastructure as code, containerized applications, and cloud-native patterns • Define and refine support processes, SLA frameworks, and escalation paths • Mentor and technically develop senior and junior support team members • Identify emerging technologies, tooling, and practices to improve support effectiveness and customer outcomes

🎯 Requirements

• 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 • Experience supporting large-scale, mission-critical deployments for enterprise B2B customers • Experience leading support incident response in high-availability environments • Deep experience with modern web application architectures, including SPAs, server-rendered apps, APIs, and microservice-backed platforms • Experience troubleshooting browser, client-side, authentication, and authorization behavior in production • Experience with Docker, containerization, Kubernetes or equivalent orchestration platforms, cluster health, and rollout strategies; or CKA/CKAD • Advanced Linux administration, performance tuning, and security hardening • Networking knowledge including TCP/IP, BGP, firewalls, VPNs, load balancers, Wireshark, and tcpdump • Practical web application security experience, including exploit classes, pentesting or AppSec testing, WAF and anti-bot constraints, and complex access workflows • Experience with AWS, Azure, or GCP and Infrastructure as Code tools such as Terraform, Ansible, or CloudFormation • Expertise querying and troubleshooting observability platforms such as Datadog and building dashboards • Bash and Python scripting and automation experience • Experience operating in complex enterprise environments, including multi-tenant architecture and industry or government compliance requirements • Understanding of relational, NoSQL, and graph databases, including production query development and administration • Certifications, technical writing, open-source contributions, or leadership of internal technical initiatives demonstrating continuous learning • Preferred: cybersecurity experience with threat detection and response, pentesting, vulnerability management, encryption standards, SOC 2, FedRAMP, or GDPR • Preferred: full-stack development proficiency in Python, JavaScript, or Go and production-quality tooling or integrations • Must be legally authorized to work in the United States

🏖️ Benefits

• Equity package in the form of stock options for all full-time roles • Health, vision & dental insurance for you and your family • Flexible vacation policy • Generous parental leave • Career development opportunities • Inclusive and collaborative work culture • Up to 5% travel