Senior Federal Technical Support Engineer

About the role

Become part of an innovative cybersecurity firm dedicated to assisting organizations in proactively identifying and mitigating exploitable vulnerabilities. In this pivotal role, you will serve as a vital technical resource for federal clients, ensuring the effective deployment and ongoing operation of our autonomous penetration testing platform. This position demands extensive technical knowledge and a strong commitment to ensuring client satisfaction.

Key facts

What you'll do

• Deliver high-level technical support to federal clients, addressing intricate issues related to cloud infrastructures, networking, and system architecture.
• Analyze and resolve customer-reported issues, performing root cause analysis to prevent future problems and ensure high service availability.
• Collaborate with engineering and product development teams to tackle complex technical challenges and contribute to a comprehensive knowledge repository.
• Advise clients on the deployment and optimization of their environments, sharing best practices for infrastructure as code and containerized applications.
• Oversee and respond to support inquiries within established service level agreements, actively participating in process enhancement initiatives.
• Mentor junior team members and share expertise to promote technical development within the team.
• Keep abreast of emerging technologies and industry trends to continually improve support services.
• Document technical solutions and best practices to enhance the overall customer experience and internal knowledge sharing.
• Participate in client training sessions to educate users on platform capabilities and best practices for security.
• Engage in troubleshooting and maintenance of cloud-based services, ensuring compliance with federal standards and regulations.
• Build strong relationships with clients to understand their needs and provide tailored support solutions.
• Contribute to the development of internal tools and scripts to automate routine tasks and improve efficiency.

Requirements

• A bachelor's degree in a technical discipline or equivalent professional experience is required.
• A minimum of 5 years in technical support, systems administration, or cloud operations, ideally within an enterprise environment.
• Proficient in Linux administration, including server configuration, performance tuning, security management, and troubleshooting in production settings.
• Hands-on experience with Docker and container technologies, including the deployment and management of applications in orchestrated environments.
• Comprehensive understanding of major cloud service providers (AWS, Azure, GCP) and infrastructure as code tools such as Terraform, Ansible, or CloudFormation.
• Strong grasp of networking principles, including TCP/IP, firewalls, VPNs, load balancing, and network diagnostics.
• Basic knowledge of scripting languages like Bash, Python, or PowerShell for automation and troubleshooting tasks.
• Demonstrated capability to independently learn new technologies, evidenced through personal projects, certifications, or contributions to open-source initiatives.
• Experience comparable to a junior cloud administrator in an enterprise setting, managing multi-tenant systems and ensuring compliance.
• Familiarity with identity management systems, including role-based access control (RBAC), single sign-on (SSO) protocols, and directory services.
• A foundational understanding of database technologies, including both SQL and NoSQL databases.
• Proven experience in troubleshooting, deploying, or maintaining cloud-based SaaS products, particularly within DoD and/or FedRAMP environments.
• Candidates must reside in the Eastern Time Zone, with a preference for those located in the Washington D.C. / Baltimore metropolitan area.
• Must currently possess or be eligible to obtain a US Government Top Secret Clearance.

Nice to have

• Experience with API integration and troubleshooting, particularly with RESTful services.
• Familiarity with observability tools such as Datadog for system monitoring and alerting.
• Basic experience with managed database solutions like Amazon RDS.
• Proficiency in full-stack development using languages such as Python, JavaScript, or Go.
• Background in cybersecurity, with knowledge of vulnerability management and compliance frameworks.

Skills & tools

• Linux Administration
• Docker
• Kubernetes
• AWS, Azure, GCP
• Terraform, Ansible, CloudFormation
• TCP/IP, Firewalls, VPNs, Load Balancers
• Wireshark, tcpdump
• Bash, Python, PowerShell
• RBAC, SSO, SAML, OAuth
• SQL, NoSQL

Practical notes

• This position may involve up to 5% travel.
• Horizon3.ai provides health, vision, and dental insurance, along with flexible vacation policies and generous parental leave options.
• Candidates are encouraged to remove age-identifying information from their application materials without facing any penalties.