Technical Support Engineer, EMEA

Get to Know Us Horizon3.ai http://Horizon3.ai is a fast-growing, remote cybersecurity company dedicated to the mission of enabling organizations to proactively find, 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 IT Ops/SecOps teams, consulting pentesters, and MSSPs and MSPs. We are a fusion of former U.S. Special Operations cyber operators, startup engineers & operators, and formerly frustrated cybersecurity practitioners. We're committed to helping solve our common security problems: ineffective security tools and 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. As a remote first company, we require minimum 25Mbps consumer grade broadband connection. What You’ll Do The Technical Support Engineer is an important member of our customer support organization, contributing to diagnosing, resolving, and addressing technical issues while delivering quality customer service. This role requires solid programming and troubleshooting skills, with the ability to handle mid-level issues and escalate more complex ones to senior team members or the product team as needed. The Technical Support Engineer will also assist with code-related tasks and contribute to documentation to support transitions between support and engineering teams. This role reports to the Head of Global Support & Services. Primary Responsibilities: - Serve as a key resource for handling escalated customer issues, providing technical support and working towards issue resolution, escalating to senior support or product engineering when necessary. - Collaborate with Engineering teams to analyze product behavior, accessing code repositories as needed to help identify causes of issues and gather technical feedback. - Assist in developing, maintaining, and troubleshooting services built by the Support team, such as FastAPI applications that integrate with Zendesk chatbots to support customer workflows and automate ticket state changes. - Help build and deploy custom solutions for customers facing product limitations, including API-based automation scripts that offer additional functionality beyond the standard product. - Manage and resolve support tickets, ensuring timely resolutions while collaborating on escalations as required. - Contribute to improving the support experience by identifying common technical issues and suggesting process or documentation enhancements. - Conduct troubleshooting and root cause analysis, using product knowledge to provide helpful feedback to customers. - Support the review and refinement of support processes, aligning with industry best practices to improve efficiency and service quality. - Learn from senior support engineers, gaining insights into advanced troubleshooting techniques and building product knowledge. - Contribute to the self-service knowledge base by creating and updating technical articles to enhance resources for customers and internal teams. - Stay current with product developments through participation in training, technical workshops, and internal briefings to build product expertise. What You’ll Bring - Solid problem-solving skills, with the ability to troubleshoot and resolve moderately complex technical issues across domains like software, infrastructure, and APIs. - Proficiency in Python programming, Linux administration, and working with databases (Postgres & Neo4J) to investigate and address issues. - Experience with developing and maintaining backend services using frameworks like FastAPI, and familiarity with full stack development for internal tools. - Strong verbal and written communication skills, with the ability to explain technical issues clearly to both technical and non-technical audiences. - Organized with good time management skills, able to handle multiple priorities and meet ticket resolution timelines. - Ability to work independently and collaboratively, supporting teamwork across support and engineering departments. - Proactive and solutions-oriented mindset, seeking opportunities to improve support processes and contribute innovative ideas. - Strong emotional intelligence, with the patience and empathy needed to manage customer interactions effectively. Required Education/Experience - Bachelor’s degree in Computer Science, Information Technology, or a related discipline, or equivalent practical experience. - 3-5 years of experience in technical support, software development, operations, or a related technical role, with a focus on troubleshooting, root cause analysis, and customer issue resolution. - Solid experience in administering and troubleshooting Linux environments, with proficiency in bash scripting and the standard Linux toolchain. - Strong programming skills in Python, with experience in developing automation tools and using version control systems (e.g., Git). - Familiarity with querying and managing relational and graph databases, specifically Postgres and Neo4J. - Experience with cloud platforms (e.g., AWS) and containerization technologies like Docker, including basic deployment, scaling, and troubleshooting of cloud-based services. - Understanding of cybersecurity principles, best practices, and common vulnerabilities, especially in application security and infrastructure contexts. 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. - Additional compensation: All full-time roles are eligible for an equity package in the form of stock options. Perks of Horizon3.ai http://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, equity and benefits. Our benefits include health, vision & dental insurance 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.