Senior Technical Support Engineer
New
H
Horizon3 AICybersecurity
US, RemoteFull-TimeSenior
Salary102,465 - 126,500 USD per year
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Job Details
- Experience
- 5+ years
- Required Skills
- AWSDockerBashGCPKubernetesAzureLinuxTerraformNetworkingAnsible
Requirements
- Bachelor's degree in Computer Science, Information Technology, Engineering, or equivalent experience.
- 5+ years of relevant industry experience in technical support, systems administration, or cloud operations.
- Strong proficiency in Linux administration (configuration, performance tuning, security).
- Hands-on experience with Docker and containerization (e.g., Kubernetes).
- Solid understanding of cloud platforms (AWS, Azure, or GCP).
- Experience with Infrastructure as Code (IaC) tools like Terraform, Ansible, or CloudFormation.
- In-depth knowledge of networking fundamentals (TCP/IP, firewalls, VPNs, load balancers).
- Basic scripting skills in Bash, Python, or PowerShell.
- Familiarity with identity management (RBAC, SSO, LDAP, Active Directory).
- Basic understanding of database concepts (SQL/NoSQL).
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.
- Assist 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.
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