• Serve as the final tier of technical escalation for complex customer issues, providing expert-level live technical support and owning issue resolution prior to engaging product engineering.
• Collaborate closely with Engineering teams to analyze and understand product behavior, pulling down code repositories when necessary to identify potential causes of issues and provide informed technical feedback.
• Develop, maintain, and troubleshoot services built by the Support team, including FastAPI applications that integrate with Zendesk chatbots to enhance customer workflows and provide automation around ticket state changes.
• Build and deploy custom solutions to assist customers who encounter product limitations, such as API-based automation scripts that provide enhanced functionality outside the standard product offering.
• Manage and resolve escalated support tickets, ensuring timely and effective resolutions while minimizing the need for escalation to product engineering.
• Proactively contribute to improving the support experience by identifying recurring technical issues and providing recommendations for process or documentation improvements.
• Lead in-depth troubleshooting and root cause analysis, leveraging product knowledge to provide actionable feedback to customers.
• Continuously review, refine, and enhance support processes, aligning with industry best practices to ensure efficiency and quality of service.
• Mentor junior support engineers, offering guidance on advanced troubleshooting techniques and deep product knowledge to foster team growth.
• Maintain and update the self-service knowledge base with detailed technical articles, improving self-service resources for both customers and internal teams.
• Stay up to date with product developments by participating in ongoing training, technical workshops, and internal briefings to maintain deep product expertise.

What You’ll Bring

• Strong problem-solving skills, with the ability to troubleshoot and resolve highly complex technical issues across multiple domains, including software, infrastructure, and APIs.
• Advanced proficiency in Python programming, Linux administration, and working with databases (Postgres & Neo4J) to investigate and resolve issues at a deep technical level.
• Demonstrated ability to develop and maintain backend services using frameworks like FastAPI, and experience with full stack development as needed for internal tools.
• Excellent verbal and written communication skills, with the ability to translate complex technical issues into clear, actionable explanations for both technical and non-technical audiences.
• Highly organized with strong time management skills, capable of juggling multiple priorities and ensuring timely ticket resolutions.
• Proven ability to work independently and collaboratively, fostering teamwork across support and engineering departments.
• Proactive and solutions-oriented mindset, continuously looking for opportunities to improve support processes and deliver innovative solutions.
• Strong emotional intelligence, with the patience and empathy required to handle challenging situations and provide exceptional customer support.

Required Education/Experience

• Bachelor’s degree in Computer Science, Information Technology, or a related discipline, or equivalent practical experience.
• 8-10 years of experience in technical support, software development, operations, or a related technical role, with a strong focus on troubleshooting, root cause analysis, and customer issue resolution.
• Demonstrable expertise in administering and troubleshooting Linux environments, with strong proficiency in bash scripting and the standard Linux toolchain.
• Advanced programming skills in Python, with practical experience in developing automation tools and working with version control systems (e.g., Git).
• Proficiency in querying and managing relational and graph databases, specifically Postgres and Neo4J.
• Hands-on experience with cloud platforms (e.g., AWS) and containerization technologies like Docker, with an understanding of deployment, scaling, and troubleshooting cloud-based services.
• Familiarity with cybersecurity principles, best practices, and common vulnerabilities, particularly in the context of application security and infrastructure hardening.

Work Authorization & Security Clearance Requirements

• Only US persons can interview for this role due to security clearance requirements by our customer(s) and/or vendor(s). Employee must be eligible for and successfully secure a US Federal Security Clearance as a condition of employment.

Travel Required

We are a fully remote company, and this job may require up to 5% of travel to be successful.

Compensation and Values

At Horizon3, we believe that our people are our greatest asset, and our compensation philosophy reflects this core value. We are committed to fostering an environment where all employees feel valued, respected, and rewarded for their contributions. Our compensation structure is designed to be fair, competitive, and transparent, ensuring that every team member is recognized and compensated equitably across roles, levels, and locations.

In accordance with various State’s transparency regulations, we provide the following salary range information for this position:

• Base salary range: $100,000 - $140,000 annually. The exact salary will be determined based on the selected candidate’s location, qualifications, experience, and relevant skills.
• Additional compensation: This role may also be eligible for an equity package (in the form of stock options). If any other compensation benefits apply, they will be discussed during the interview process.

Perks of Horizon3.ai

• Inclusive Team: We value diversity and promote an inclusive culture where everyone can thrive.
• Growth Opportunities: Be part of a dynamic and growing team with numerous career development opportunities.
• Innovative Culture: Work in a collaborative environment that encourages creativity and out-of-the-box thinking.
• Remote Work: We are a 100% remote company. Enjoy the flexibility to work in the way that supports you and brings out your best.
• Competitive Compensation: We offer competitive salary and benefits which includes health, vision & dental care for you and your family, a flexible vacation policy, and generous parental leave.

You Belong Here

Horizon3 is not just an equal opportunity employer - we are a community that values diversity, equity, and inclusion as fundamental principles of our culture and success. We are dedicated to fostering a workplace where everyone feels welcome and respected, regardless of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, hair length or any other legally protected status by law.

Our commitment to diversity and inclusion means we strive to attract, develop, and retain a workforce that reflects the varied communities we serve. We believe that diverse perspectives drive innovation and strengthen our ability to create cutting-edge cybersecurity solutions. At Horizon3, every team member is valued and supported in an environment that encourages personal and professional growth.

We welcome candidates from all backgrounds and experiences, and we encourage all qualified individuals to apply. Come be a part of Horizon3, where your unique contributions are recognized, and your potential is limitless.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change at any time with or without notice.

Application Note

In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.