Technical Support Engineer, EMEA

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, a ... (truncated, view full listing at source)