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Senior Federal Technical Support Engineer

Horizon3 AI· Customer
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Remote$102.5k - $126.5k + equityFull-timePosted 2mo ago

About the role

Senior Federal Technical Support Engineer focused on supporting Horizon3's Federal products (FedRAMP and DoD IL4/5/6 environments) with 5+ years of hands-on experience. Remote, US-based role within the Enterprise Technical Support team, requiring Linux, containerization, cloud, networking, and security expertise to diagnose, resolve, and documented escalations for enterprise customers.

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 escalate 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.

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, ideally in an enterprise-level environment (e.g., supporting large-scale deployments for Fortune 500 clients).
  • Strong proficiency in Linux administration, including server configuration, performance tuning, security hardening, and troubleshooting in production environments.
  • Hands-on experience with Docker and containerization technologies, such as building, deploying, and managing containerized applications in orchestrated environments (e.g., Kubernetes or similar).
  • Solid understanding of cloud platforms (e.g., AWS, Azure, or GCP) and Infrastructure as Code (IaC) tools like Terraform, Ansible, or CloudFormation, with experience provisioning and managing cloud resources.
  • In-depth knowledge of networking fundamentals, including TCP/IP, firewalls, VPNs, load balancers, and network troubleshooting tools (e.g., Wireshark, tcpdump).
  • Basic scripting skills in languages such as Bash, Python, or PowerShell for automation of routine tasks, diagnostics, and simple workflow enhancements.
  • Demonstrated self-learning ability, evidenced by personal projects, home labs, certifications (e.g., AWS Certified Solutions Architect, Linux+, or equivalent), or contributions to open-source communities, with a track record of adapting to new technologies independently.
  • Experience equivalent to a junior cloud administrator role in an enterprise setting, managing multi-tenant environments, resource allocation, and compliance requirements.
  • Familiarity with identity management systems, including RBAC, SSO protocols (e.g., OAuth, SAML), and directory services (e.g., Active Directory, LDAP).
  • Basic understanding of database concepts, including relational and schemaless databases (e.g., SQL vs. NoSQL), schema design, querying, and basic administration tasks.
  • Demonstrated experience troubleshooting, deploying, or maintaining cloud-based SaaS products for DoD and/or FedRAMP enclaves in production.
  • Must reside in the East Coast timezone, with additional preference for Washington D.C / Baltimore Metro areas.

Skills

Required:Linux administrationDocker & containerizationCloud platformsNetworking fundamentalsScriptingIdentity & access management

Benefits

  • 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.
  • Hybrid & Remote Work: We embrace a mix of remote and hybrid work models depending on role and location, including our Chicago office, where some roles require regular in-office presence.
  • 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.
Last updated Jul 29, 2026. Interested? Apply on the company site.

About Horizon3 AI

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Continuously assess, fix, and verify your security posture. Securing enterprises across many attack surfaces.

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