Staff Technical Support Engineer

About the role

Horizon3 is a fast-growing, remote cybersecurity company dedicated to the mission of enabling organizations to proactively find and fix and verify exploitable attack vectors before criminals exploit them. Our flagship product, the NodeZeroTM platform, delivers production-safe autonomous pentests and other key assessment operations that scale across the largest internal, external, cloud, and hybrid cloud environments. NodeZero has been adopted by organizations of all sizes, from small educational institutions to government agencies and Global 100 enterprises. It is used by ITOps/SecOps teams, consulting pentesters, and MSSPs and MSPs. We are a fusion of former U.S. Special Operations cyber operators, startup engineers, and formerly frustrated cybersecurity practitioners. We're committed to helping solve our common security problems: ineffective security tools, false positives resulting in alert fatigue, blind spots, "checkbox" security culture, cybersecurity skills shortage, and the long lead time and expense of hiring outside consultants. Collectively, we are a team of learn it alls, committed to a culture of respect, collaboration, ownership, and results.

What you'll do

Serve as the ultimate escalation resolution owner for enterprise customers, leading the most complex technical investigations across cloud, networking, and infrastructure domains without reliance on senior staff for direction. Drive root cause analysis on systemic and recurring issues, partnering directly with engineering and product teams to convert findings into upstream fixes and long-term reliability improvements that prevent future incidents. Lead cross-functional initiatives with engineering, product, and sales teams to resolve complex technical challenges, while establishing and enforcing documentation standards and knowledge frameworks that scale efficiently across the support organization and reduce repeat effort. Own the design and authoritative review of customer environment architectures, providing expert guidance on infrastructure as code, containerized applications, and cloud-native patterns that align with production-safe operational practices. Define, refine, and enforce support processes, SLA frameworks, and escalation paths, contributing directly to operational excellence, predictability, and continuous improvement at the team level. Mentor and technically develop senior and junior team members alike, driving a culture of engineering rigor, proactive knowledge sharing, and technical growth across the distributed support organization. Identify emerging technology trends and proactively introduce capabilities, tooling, and practices that elevate team support effectiveness and improve customer outcomes through automation and deep technical insight.

Requirements

Hold a Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field (or equivalent professional experience) as a hard bar for credibility in complex technical discussions. Bring 8+ years of relevant industry experience in technical support, systems administration, or cloud operations, with demonstrated tenure supporting large-scale, mission-critical deployments for enterprise B2B customers in regulated and high-stakes environments. Demonstrate experience leading support incident response in high-availability environments where downtime directly impacts customer business outcomes and brand trust. Possess deep experience with modern web application architectures, including single-page applications, server-rendered applications, APIs, and microservice-backed platforms, with the ability to troubleshoot real browser, client-side, and authentication/authorization behavior in production without disrupting user workflows. Show deep experience with Docker and containerization technologies, including designing, deploying, and operating containerized workloads at scale in Kubernetes or equivalent orchestration platforms, with understanding of cluster health, rollout strategies, and rolling update risks, optionally evidenced by CKA or CKAD certification. Exhibit strong Linux administration capabilities, including advanced performance tuning, security hardening, and troubleshooting of system-level issues across distributed node pools. Apply networking fundamentals in complex production scenarios, including TCP/IP, BGP, firewalls, VPNs, load balancers, and advanced network troubleshooting using tools such as Wireshark and tcpdump in production environments without impacting service continuity. Maintain a strong practical background in web application security, including common exploit classes, pentesting or AppSec-style testing, WAF and anti-bot constraints, and production-safe investigation of complex access and multi-role workflows that respect least-privilege and compliance requirements. Leverage cloud platforms such as AWS, Azure, or GCP and Infrastructure as Code tools such as Terraform, Ansible, or CloudFormation to design, operate, and troubleshoot resilient and secure infrastructure deployments that scale globally. Perform hands-on expertise with queries and troubleshooting in observability and logging platforms to investigate incidents, correlate signals across services, and drive data-informed resolutions that reduce mean time to recovery.

Nice to have

Candidates who carry CKA or CKAD certification will demonstrate verified Kubernetes administration knowledge aligned with our containerized deployment realities. Experience with security tooling, pentesting methodologies, or AppSec workflows that mirror real attacker behaviors will align closely with our proactive security mission and customer validation workflows. Backgrounds in regulated sectors such as finance, healthcare, or government will map directly to the complexity and compliance expectations of our enterprise customer base. Familiarity with MSSP or MSP delivery models will support rapid onboarding into customer operations and billing workflows that underpin successful managed service engagements.

Practical notes

This role is full-time and fully remote within the United States. We operate on a standard weekly hour expectation consistent with full-time employment, and we do not require travel for this position. No visa sponsorship is available for this role at this time, and candidates must be able to start work immediately under standard U.S. employment terms.