Staff Technical Support Engineer (Web App)
New
H
Horizon3Cybersecurity
US, RemoteFull-TimeStaff
SalaryBase salary range: $117,000 - $145,000 annually. Additional compensation: All full-time roles are eligible for an equity package in the form of stock options.
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Job Details
- Experience
- 8+ years of hands-on technical experience.
- Required Skills
- AWSGraphQLPythonSQLBashGCPKubernetesAzureLinuxTerraform
Requirements
- Have 8+ years of hands-on technical experience.
- Have strong Linux fundamentals, including command-line troubleshooting, RHEL, and SELinux.
- Have experience deploying and troubleshooting containerized workloads and Kubernetes.
- Have experience with AWS, Azure, or GCP, including IAM and cloud networking.
- Have written and debugged Infrastructure as Code using Terraform, Ansible, or CloudFormation.
- Understand GraphQL and web applications, including tracing requests from a React frontend through GraphQL to the backend.
- Be able to interpret GraphQL query and mutation responses, including partial errors, and debug authentication flows, CORS, and network failures using browser developer tools.
- Be able to write SQL to investigate data issues and understand relational and NoSQL database concepts.
- Have scripting ability in Python and Bash and experience building automation used by others.
- Have experience with observability tools, preferably Datadog, including searching logs, building queries, reading traces, and correlating signals.
- Communicate technical findings to customers, engineering, and product stakeholders.
- Web application security, cybersecurity, pentesting, or AppSec experience is a plus.
- Active Directory, graph databases such as Neo4j, full-stack development, relevant certifications, and regulated-environment experience are advantages.
Responsibilities
- Investigate complex failures across Kubernetes, container networking, cloud IAM permissions, and application logs.
- Translate customer-reported symptoms into bug reports with reproduction steps, logs, and root-cause hypotheses.
- Verify that engineering fixes resolve issues in customer environments.
- Build Python scripts, internal dashboards, and automation for data collection from Zendesk and Jira.
- Create runbooks and tooling that improve the support team's effectiveness.
- Identify patterns across tickets that point to product gaps, documentation holes, or infrastructure reliability issues.
- Work with engineering and product to address root causes.
- Explain web application security findings and their implications to customers.
- Mentor engineers, create training content, and establish approaches for complex investigations.
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