{"id":1919550,"url":"https://alion.io/job/horizon3-staff-customer-support-programs-supportability-lead","title":"Customer Support Programs & Supportability Lead","company":{"id":3088,"name":"Horizon3","domain":"horizon3.ai","url":"https://alion.io/company/horizon3","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"B","score":75,"open_postings":16,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":39,"computed_at":"2026-10-12T06:55:09Z"}},"role":"Field & Service","role_family":"Field & Service","seniority":"lead","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":126000,"max":140000,"currency":"USD","period":"year","gross":null,"usd_annual":140000},"salary_estimate":null,"experience_years_min":10,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"ITIL","optional":false},{"name":"Jira","optional":false},{"name":"Looker","optional":false},{"name":"Power BI","optional":false},{"name":"SQL","optional":false},{"name":"Tableau","optional":false}],"status":"live","first_seen_at":"2026-10-05T16:04:05Z","employer_posted_date":"2026-10-05","last_verified_at":"2026-10-12T17:39:18Z","board_verified":true,"closed_at":null,"days_open":7,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":7},"description":"Get to Know Us\nHorizon3.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.\nWe 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.\nWhat You’ll Do\nWe 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.\nThis role will be responsible for\nCustomer Support Programs & Optimization\nLead the strategy and execution of customer support initiatives focused on process optimization, tools, automation, and service enablement.\n\nIdentify and implement support optimization opportunities such as:\nProactive and predictive support\n\nAutomated diagnostics and resolution workflows\n\nChatbots, virtual agents, and AI-driven deflection\n\nRunbooks, playbooks, and remote troubleshooting tools\n\nContinuous improvement of support processes and agent productivity\n\nOwn 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.\n\nSupportability Leadership\nOwn the end-to-end supportability function as the primary bridge between Support, Product Management, and Engineering.\n\nTypical duties of the Supportability Lead include:\nDefine and enforce supportability standards, requirements, and best practices for new and existing products.\n\nConduct supportability reviews and gap analyses during product design, development, and launch phases.\n\nCollaborate with Engineering on observability, logging, monitoring, error handling, diagnostics, and self-service APIs.\n\nEnsure products include built-in troubleshooting tools, configuration management, and upgrade/migration support.\n\nDrive root cause analysis (RCA) processes and advocate for permanent product fixes.\n\nMaintain a supportability scorecard to measure and improve product readiness for support.\n\nInfluence the product roadmap to prioritize features that reduce support load and improve customer experience.\n\nMetrics, Analytics & Strategic Leadership\nEstablish and maintain comprehensive support analytics frameworks and reporting.\n\nTranslate data into strategic recommendations for leadership and cross-functional partners.\n\nLead cross-functional programs that improve support efficiency and customer outcomes.\n\nContribute to budgeting, planning, and technology roadmap decisions for the support organization.\n\nWhat You’ll Bring\n10+ 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\n\nProven success owning initiatives for support tools, automation, knowledge management, and analytics at scale\n\nStrong experience partnering with Product Management and Engineering on supportability initiatives\n\nDeep expertise with Salesforce Service Cloud. Expertise with Jira. Familiarity with Zendesk, analytics tools (Tableau, Looker, Power BI, SQL), and modern automation/AI technologies\n\nDemonstrated ability to deliver measurable improvements in CSAT, deflection rates, and support efficiency\n\nExcellent cross-functional leadership, communication, and stakeholder management skills\n\nBachelor’s degree in Business, Computer Science, Engineering, or related field (advanced degree or certifications such as ITIL, HDI, or PMP preferred)\n\nCompensation and Values\nAt 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.\nIn accordance with various State’s transparency regulations, we provide the following salary range information for this position:\nBase salary range: $126,000 -140,000 annually. The exact salary will be determined based on the selected candidate’s location, qualifications, experience, and relevant skills.\n\nAdditional compensation: All full-time roles are eligible for an equity package in the form of stock options.\n\nPerks ofHorizon3.ai\nInclusive Team: We value diversity and promote an inclusive culture where everyone can thrive.\n\nGrowth Opportunities: Be part of a dynamic and growing team with numerous career development opportunities.\n\nInnovative Culture: Work in a collaborative environment that encourages creativity and out-of-the-box thinking.\n\nHybrid & 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.\n\nCompetitive 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.\n\nYou Belong Here\nHorizon3 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.\nOur 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.\nWe 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.\nOther Duties\nPlease 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.\nApplication Note\nIn 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. 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