Senior Technical Support Engineer, EMEA

Stack

Responsibilities

• ▹Provide advanced technical support to enterprise customers via phone, email, chat and remote sessions, troubleshooting cloud, networking and infrastructure issues
• ▹Diagnose and resolve customer-reported problems, performing root cause analysis to prevent recurrence and ensure high availability
• ▹Collaborate with engineering, product and sales teams to escalate and resolve intricate technical challenges, documenting solutions
• ▹Assist in the deployment and optimization of customer environments, advising on best practices for infrastructure as code (IaC) and containerized applications
• ▹Monitor and respond to support tickets in a timely manner, maintaining SLAs and improving support processes
• ▹Mentor junior team members and contribute to internal training resources
• ▹Stay abreast of emerging technologies and industry trends

Requirements

• ▹Bachelor's degree in Computer Science, Information Technology, Engineering or a related field (or equivalent professional experience)
• ▹5+ years of relevant industry experience in technical support, systems administration or cloud operations, ideally in an enterprise-level environment
• ▹Background in cybersecurity, including threat detection, vulnerability management, encryption standards and compliance frameworks (e.g. SOC 2, GDPR)
• ▹Strong proficiency in Linux administration: server configuration, performance tuning, security hardening and troubleshooting in production
• ▹Hands-on experience with Docker and containerization technologies in orchestrated environments (e.g. Kubernetes)
• ▹Solid understanding of cloud platforms (AWS, Azure or GCP) and IaC tools such as Terraform, Ansible or CloudFormation
• ▹In-depth knowledge of networking fundamentals: TCP/IP, firewalls, VPNs, load balancers and network troubleshooting tools (e.g. Wireshark, tcpdump)
• ▹Basic scripting skills in Bash, Python or PowerShell for automating routine tasks and diagnostics
• ▹Demonstrated self-learning ability, evidenced by personal projects, home labs, certifications or open-source contributions
• ▹Experience equivalent to a junior cloud administrator role in an enterprise setting, managing multi-tenant environments, resource allocation and compliance requirements
• ▹Familiarity with identity management systems: RBAC, SSO protocols (OAuth, SAML) and directory services (Active Directory, LDAP)
• ▹Basic understanding of database concepts: relational and schemaless databases, schema design, querying and basic administration

Nice to have

• ▹Experience integrating and troubleshooting APIs, including RESTful services, authentication mechanisms and API-driven automations
• ▹Familiarity with observability tools like Datadog (monitoring, logging, alerting)
• ▹Basic experience with managed database services such as Amazon RDS
• ▹Full-stack coding proficiency in Python, JavaScript or Go, developing custom tools or scripts for support automation

Soft skills

What we offer

• ▹Equity package in the form of stock options for all full-time roles
• ▹Health, vision and dental insurance for you and your family
• ▹Flexible vacation policy
• ▹Generous parental leave
• ▹Career development opportunities

About the company

Horizon3.ai is a fast-growing, remote cybersecurity company. Its NodeZero platform delivers production-safe autonomous pentests and is used by organizations from small educational institutions to government agencies and Global 100 enterprises.