Senior Customer Onboarding Engineer

• We are hiring a Customer Onboarding Engineer with 5+ years of hands-on enterprise experience
• You will be the technical owner of a new customer’s first 30 days: taking the account from sales handoff to successful production deployment of the NodeZero platform
• This role requires the same technical depth as a Senior Technical Support Engineer—cloud, Linux, networking, containers, identity, and security—but the primary work is time-boxed implementation for new customer onboarding
• You will still diagnose hard problems, do root-cause analysis, and write the knowledge that Support needs
• When bandwidth allows, you will assist the larger Horizon3 support team with standard support case management and resolution
• You should be a self-directed engineer who can juggle multiple enterprise engagements with little supervision, working cross functionality with key internal and customer stakeholders to successfully deploy the NodeZero platform and ensure realized customer value
• Own the onboarding
• Lead kickoff with the customer and internal account team. Confirm scope, environments, owners, identity/access path, compliance constraints, and go-live criteria
• Project-manage the 30-day plan. Track blockers (credentials, firewall changes, IdP claims, change windows)
• Provide best practices expertise and assist in deployment and optimization of the customer environment
• Ensure successful production deployment against the customers initial testing goals as success criteria for the onboarding
• Technical Implementation
• Diagnose and resolve implementation failures across cloud infrastructure, networking, and security with the same rigor used on escalated support tickets
• Perform root-cause analysis on first-time integration and deployment issues so the same failure does not recur after handoff
• Work in Linux production environments: server configuration, performance tuning, security hardening, and troubleshooting
• Deploy and manage containerized workloads with Docker and orchestrated environments such as Kubernetes
• Provision and troubleshoot pentest configuration AWS, Azure, or GCP
• Assist in troubleshooting network issues that commonly block go-live: TCP/IP, firewalls, VPNs, load balancers, etc
• Configure and validate identity paths required for onboarding: RBAC, SSO (OAuth, SAML), and directory services (Active Directory, LDAP)
• Apply NodeZero expertise in scoping and configuring initial tests
• Work across the company
• Collaborate with CS, Engineering, Product, and Sales to unblock implementation issues that are bigger than a single customer
• Advocate for customer specific changes or product improvements as required
• Mentor junior onboarding or support engineers on first-time deployment patterns
• Stay current on cloud, container, and security practices
• Success measures:
• On-time go-live rate within the 30-day window
• Customer confirmation that core workflows are implemented and able to be run independently
• Reduction in hours for the next similar onboarding through scripts, templates, and playbooks
• 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

Benefits

• Growth Opportunities: Be part of a dynamic and growing team with numerous career advancement opportunities
• Innovation-Driven Culture: Work in a collaborative environment that encourages creativity and out-of-the-box thinking
• Flexible Work Environment: Enjoy the convenience and work-life balance that comes with remote work
• Inclusive and Diverse Team: We value diversity and promote an inclusive culture where everyone can thrive

• Solid working knowledge of AWS, Azure, or GCP and IaC tools such as Terraform, Ansible, or CloudFormation
• Familiarity with identity management: RBAC, SSO (OAuth, SAML), and directory services (Active Directory, LDAP)
• 5+ years in technical support, systems administration, cloud operations, implementation, or a similar enterprise role, ideally supporting large-scale or Fortune 500 deployments
• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent professional experience
• Demonstrated self-learning: labs, certifications (for example AWS Solutions Architect, Linux+, or equivalent), personal projects, or open-source work
• Background in cybersecurity, including threat detection, vulnerability management, encryption standards, and compliance frameworks such as SOC 2 or GDPR
• Basic database literacy: relational vs. schemaless stores, schema, querying, and light administration
• Ability to run a customer-facing technical engagement to a 30-day finish line with minimal supervision
• Strong Linux administration in production: configuration, performance tuning, hardening, and troubleshooting
• In-depth networking fundamentals: TCP/IP, firewalls, VPNs, load balancers, and tools such as Wireshark and tcpdump
• Experience comparable to a junior cloud administrator in an enterprise setting: multi-tenant environments, resource allocation, and compliance requirements
• Hands-on Docker and containerization experience, including building, deploying, and managing applications in orchestrated environments (Kubernetes or similar)
• Basic scripting in Bash, Python, or PowerShell for automation, diagnostics, and workflow support
• Proven experience integrating and troubleshooting APIs, including REST services, authentication mechanisms, and API-driven automations in enterprise applications
• Basic experience with managed databases such as Amazon RDS: setup, backups, scaling, and query optimization
• Familiarity with observability tools such as Datadog for monitoring, logging, and alerting in distributed systems
• Broader coding ability in Python, JavaScript, or Go, including custom tools or scripts that automate implementation or support work
• Prior onboarding, professional services, or TAM work with a defined time-to-go-live
• Experience creating reusable assets: validation scripts, Terraform modules, Datadog dashboard/alert packs, and customer-ready runbooks