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Salary: USD 154,000 - 180,000 / annual
Horizon3.ai is a fast-growing remote cybersecurity company that delivers autonomous pentests and security assessments at scale through its NodeZero platform. The platform is used by IT Ops/SecOps teams, consulting pentesters, and managed service providers across organizations of all sizes, from educational institutions to Global 100 enterprises.
You will own high-impact customer support programs and drive operational excellence by embedding supportability into the product lifecycle. This is a strategic and hands-on role that bridges Customer Support, Product Management, and Engineering teams to deliver exceptional customer experiences while reducing support effort and costs at scale.
Key responsibilities include:
**Customer Support Programs & Optimization:** Lead strategy and execution of support initiatives focused on process optimization, tools, and automation. Identify and implement opportunities such as proactive/predictive support, automated diagnostics, AI-driven deflection, chatbots, and runbooks. Own support metrics production and business analytics, including KPI definition, dashboard building, and insights on CSAT/NPS, resolution times, deflection rates, cost per contact, and operational efficiency.
**Supportability Leadership:** Own the end-to-end supportability function as the primary bridge between Support, Product, and Engineering. Define and enforce supportability standards and best practices. Conduct supportability reviews during product design, development, and launch. Collaborate on observability, logging, monitoring, error handling, diagnostics, and self-service APIs. Ensure products include built-in troubleshooting tools and configuration management. Drive root cause analysis processes and advocate for permanent product fixes. Maintain a supportability scorecard and influence the product roadmap to prioritize features that reduce support load.
**Metrics, Analytics & Strategic Leadership:** Establish comprehensive support analytics frameworks and reporting. Translate data into strategic recommendations for leadership and cross-functional partners. Lead programs that improve support efficiency and customer outcomes. Contribute to budgeting, planning, and technology roadmap decisions.
**Requirements:**
- 10+ years of enterprise technology customer support experience (SaaS, cloud, infrastructure, or complex B2B software), with significant time in support delivery, operations, support programs, or supportability roles
- Proven success owning initiatives for support tools, automation, knowledge management, and analytics at scale
- Strong experience partnering with Product Management and Engineering on supportability initiatives
- Deep expertise with Salesforce Service Cloud and Jira; familiarity with Zendesk, analytics tools (Tableau, Looker, Power BI, SQL), and modern automation/AI technologies
- Demonstrated ability to deliver measurable improvements in CSAT, deflection rates, and support efficiency
- Excellent cross-functional leadership, communication, and stakeholder management skills
- Bachelor's degree in Business, Computer Science, Engineering, or related field (advanced degree or certifications such as ITIL, HDI, or PMP preferred)
