Staff Technical Support Engineer

📋 Description

• • We are seeking a seasoned Staff-Level Enterprise Technical Support Engineer with 8+ years of hands-on industry experience to join our high-performing support team.
• • In this role, you will serve as a senior technical authority for our enterprise customers, diagnosing and resolving the most complex issues related to cloud infrastructure, networking, and security.
• • You'll drive cross-functional collaboration to ensure seamless customer experiences, applying deep expertise in Linux, containerization, and cloud technologies.
• • This position requires a highly autonomous technical leader who excels in fast-paced enterprise environments, owns resolution of critical escalations, and actively shapes the technical direction of the support function.
• • Serve as the ultimate escalation point for enterprise customers, leading resolution of the most critical and ambiguous technical issues across cloud, networking, and infrastructure domains.
• • Drive root cause analysis on systemic and recurring problems, partnering with engineering and product teams to influence upstream fixes and long-term reliability improvements.
• • Lead cross-functional initiatives with engineering, product, and sales teams to resolve complex technical challenges, while establishing documentation standards and knowledge frameworks that scale across the team.
• • Own the design and review of customer environment architectures, providing authoritative guidance on best practices for infrastructure as code, containerized applications, and cloud-native patterns.
• • Define and refine support processes, SLA frameworks, and escalation paths, contributing directly to operational excellence and continuous improvement at the team level.
• • Mentor and technically develop senior and junior team members alike, driving a culture of engineering rigor, knowledge sharing, and technical growth across the support organization.
• • Identify emerging technology trends and proactively introduce capabilities, tooling, and practices that elevate the team's support effectiveness and customer outcomes.
• • Key Responsibilities
• • Required Qualifications
• • Preferred Qualifications
• • Travel Required
• • Perks of Horizon3.ai
• • Compensation and Values
• • You Belong Here
• • Other Duties
• • Application Note