Senior Federal Technical Support Engineer - Cloud & Linux

Doist; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

Horizon3.ai in the United States is seeking a Mid to Senior Level Enterprise Technical Support Engineer to join our remote-first team. You will diagnose and resolve complex issues across cloud, networking, and security, with emphasis on FedRAMP and DoD IL4/5/6 environments.

Join a fast-growing, security-focused company and collaborate with engineering, product, and sales to deliver enterprise-grade support.

Qualifications

• Bachelor's degree in CS/IT or equivalent experience.
• 5+ years in technical support or cloud operations in enterprise environments.
• Proficient Linux administration in production.
• Hands-on with Docker and container orchestration (Kubernetes).
• Experience with AWS/Azure/GCP and IaC tools (Terraform, Ansible, CloudFormation).
• Strong knowledge of networking fundamentals.

Responsibilities

• Provide advanced technical support to enterprise customers via phone, email, chat, and remote sessions, troubleshooting issues across cloud, networking, and infrastructure domains.
• Diagnose and resolve customer-reported problems, performing root cause analysis to prevent recurrence and ensure high availability of services.
• Collaborate with engineering, product, and sales teams to elevate and resolve intricate technical challenges, while documenting solutions for knowledge sharing.
• Assist in the deployment and optimization of customer environments, offering guidance on best practices for infrastructure as code (IaC) and containerized applications.
• Monitor and respond to support tickets in a timely manner, maintaining SLAs and contributing to continuous improvement of support processes.
• Mentor junior team members and contribute to internal training resources, fostering a culture of knowledge transfer and technical excellence.
• Stay abreast of emerging technologies and industry trends to enhance support capabilities and customer satisfaction.

Skills

Linux admin

Cloud platforms

IaC

Troubleshooting

Mentoring

Education

Bachelor's degree

Tools

Docker

Kubernetes

Terraform

Ansible

CloudFormation

Job description

Horizon3.ai in the United States is seeking a Mid to Senior Level Enterprise Technical Support Engineer to join our remote-first team. You will diagnose and resolve complex issues across cloud, networking, and security, with emphasis on FedRAMP and DoD IL4/5/6 environments.

Join a fast-growing, security-focused company and collaborate with engineering, product, and sales to deliver enterprise-grade support.