Staff Technical Support Engineer
New
H
Horizon3.aiCybersecurity
US, Remote, U.S. Eastern TimezoneFull-TimeStaff
Salary$117,000 - $145,000 annually
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Job Details
- Experience
- 8+ years
- Required Skills
- AWSDockerPythonBashGCPKubernetesAzureLinuxTerraformNetworking
Requirements
- Bachelor's degree in Computer Science, IT, Engineering, or equivalent professional experience.
- 8+ years of relevant industry experience in technical support, systems administration, or cloud operations.
- Expert-level proficiency in Linux administration, including performance tuning and security hardening.
- Deep hands-on experience with Docker, containerization, and Kubernetes or equivalent orchestration platforms.
- Advanced knowledge of cloud platforms (AWS, Azure, or GCP) and Infrastructure as Code tools (Terraform, Ansible, or CloudFormation).
- Expert-level understanding of networking fundamentals (TCP/IP, BGP, firewalls, VPNs, load balancers, Wireshark, tcpdump).
- Experience integrating and troubleshooting APIs, including RESTful and GraphQL services.
- Strong scripting and automation skills in Bash and Python.
- Hands-on expertise with observability platforms such as Datadog.
- Experience supporting or implementing cybersecurity tools, including offensive security tactics.
- Familiarity with IAM systems, SSO protocols (OAuth, SAML), and database administration.
- Ability to work U.S. Eastern Timezone hours.
Responsibilities
- Serve as the ultimate escalation point for enterprise customers, leading resolution of the most critical and ambiguous technical issues.
- Drive root cause analysis on systemic and recurring problems, partnering with engineering and product teams to influence upstream fixes.
- Lead cross-functional initiatives to resolve complex technical challenges and establish documentation standards.
- Own the design and review of customer environment architectures, providing guidance on infrastructure as code and cloud-native patterns.
- Define and refine support processes, SLA frameworks, and escalation paths.
- Mentor and technically develop team members, driving a culture of knowledge sharing and technical growth.
- Identify emerging technology trends to elevate support effectiveness and customer outcomes.
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