Staff Customer Support Programs & Supportability Lead

Get to Know Us 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. What You’ll Do We are seeking a strategic and hands-on Customer Support Programs and Supportability Lead to own high-impact support programs, drive operational excellence, and embed supportability into the product lifecycle. You will partner closely with Customer Support, Product Management, and Engineering teams to deliver exceptional customer support experiences for both internal and external customers while reducing support effort and delivery costs at scale. This role will be responsible for Customer Support Programs & Optimization - Lead the strategy and execution of customer support initiatives focused on process optimization, tools, automation, and service enablement. - Identify and implement support optimization opportunities such as: - Proactive and predictive support - Automated diagnostics and resolution workflows - Chatbots, virtual agents, and AI-driven deflection - Runbooks, playbooks, and remote troubleshooting tools - Continuous improvement of support processes and agent productivity - Own support metrics production and business analytics, including defining KPIs, building dashboards, and delivering actionable insights on CSAT/NPS, resolution times, deflection rates, cost per contact, ticket volume trends, and operational efficiency. Supportability Leadership - Own the end-to-end supportability function as the primary bridge between Support, Product Management, and Engineering. - Typical duties of the Supportability Lead include: - Define and enforce supportability standards, requirements, and best practices for new and existing products. - Conduct supportability reviews and gap analyses during product design, development, and launch phases. - Collaborate with Engineering on observability, logging, monitoring, error handling, diagnostics, and self-service APIs. - Ensure products include built-in troubleshooting tools, configuration management, and upgrade/migration support. - Drive root cause analysis (RCA) processes and advocate for permanent product fixes. - Maintain a supportability scorecard to measure and improve product readiness for support. - Influence the product roadmap to prioritize features that reduce support load and improve customer experience. Metrics, Analytics & Strategic Leadership - Establish and maintain comprehensive support analytics frameworks and reporting. - Translate data into strategic recommendations for leadership and cross-functional partners. - Lead cross-functional programs that improve support efficiency and customer outcomes. - Contribute to budgeting, planning, and technology roadmap decisions for the support organization. What You’ll Bring - 10+ years of experience in enterprise technology customer support (SaaS, cloud, infrastructure, or complex B2B software), with significant time in customer 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. Expertise with 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) Compensation and Values At Horizon3, we believe that our people are our greatest asset, and our compensation philosophy reflects this core value. We are committed to fostering an environment where all employees feel valued, respected, and rewarded for their contributions. Our compensation structure is designed to be fair, competitive, and transparent, ensuring that every team member is recognized and compensated equitably across roles, levels, and locations. In accordance with various State’s transparency regulations, we provide the following salary range information for this position: - Base salary range: $154,000 -1 80,000 annually. The exact salary will be determined based on the selected candidate’s location, qualifications, experience, and relevant skills. - Additional compensation: All full-time roles are eligible for an equity package in the form of stock options. Perks of Horizon3.ai http://Horizon3.ai - 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. You Belong Here Horizon3 is not just an equal opportunity employer - we are a community that values diversity, equity, and inclusion as fundamental principles of our culture and success. We are dedicated to fostering a workplace where everyone feels welcome and respected, regardless of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, hair length or any other legally protected status by law. Our commitment to diversity and inclusion means we strive to attract, develop, and retain a workforce that reflects the varied communities we serve. We believe that diverse perspectives drive innovation and strengthen our ability to create cutting-edge cybersecurity solutions. At Horizon3, every team member is valued and supported in an environment that encourages personal and professional growth. We welcome candidates from all backgrounds and experiences, and we encourage all qualified individuals to apply. Come be a part of Horizon3, where your unique contributions are recognized, and your potential is limitless. Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change at any time with or without notice. Application Note In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.