Staff Customer Support Programs & Supportability Lead

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.

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

• 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.

• 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.

• 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.

• 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)

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.

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