Senior Technical Support Engineer, EMEA

The role

You will serve as a technical resource for enterprise customers by diagnosing and resolving complex issues in cloud infrastructure, networking, and security. You will collaborate with cross-functional teams and assist in deploying and optimizing customer environments.

What you will do

• Provide advanced technical support to enterprise customers via phone, email, chat, and remote sessions.
• Diagnose and resolve customer-reported problems using root cause analysis.
• Collaborate with engineering, product, and sales teams to resolve technical challenges.
• Document solutions for knowledge sharing.
• Assist in the deployment and optimization of customer environments.
• Offer guidance on best practices for infrastructure as code and containerized applications.
• Monitor and respond to support tickets to maintain SLAs.
• Mentor junior team members and contribute to internal training resources.
• Stay abreast of emerging technologies and industry trends.

Required qualifications

• 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.
• Background in cybersecurity, including knowledge of threat detection, vulnerability management, encryption standards, and compliance frameworks.
• Strong proficiency in Linux administration.
• Hands-on experience with Docker and containerization technologies.
• Solid understanding of cloud platforms (AWS, Azure, or GCP) and Infrastructure as Code (IaC) tools like Terraform, Ansible, or CloudFormation.
• In-depth knowledge of networking fundamentals, including TCP/IP, firewalls, VPNs, and load balancers.
• Basic scripting skills in Bash, Python, or PowerShell.
• Demonstrated self-learning ability.
• Experience equivalent to a junior cloud administrator role in an enterprise setting.
• Familiarity with identity management systems, including RBAC, SSO protocols, and directory services.
• Basic understanding of database concepts, including relational and schemaless databases.

Nice to have

• Proven experience integrating and troubleshooting APIs.
• Familiarity with observability tools like Datadog.
• Basic experience with managed database services such as Amazon RDS.
• Full-stack coding proficiency in Python, JavaScript, or Go.

Benefits

• Equity package in the form of stock options.
• Health, vision & dental insurance for you and your family.
• Flexible vacation policy.
• Generous parental leave.

About the company

Horizon3.ai is a fast-growing, remote cybersecurity company dedicated to enabling organizations to proactively find, fix and verify exploitable attack vectors. The team is a fusion of former U.S. Special Operations cyber operators, startup engineers, and cybersecurity practitioners.