Senior Technical Program Manager, Engineering Operations

Get to Know Us

Horizon3.ai is a fast-growing, remote cybersecurity company dedicated to the mission of enabling organizations to proactively find and 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 ITOps/SecOps teams, consulting pentesters, and MSSPs and MSPs. 

We are a fusion of former U.S. Special Operations cyber operators, startup engineers, and formerly frustrated cybersecurity practitioners. We're committed to helping solve our common security problems: ineffective security tools, 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.

About the Role

We're seeking an experienced Technical Program Manager to own and evolve our engineering operations infrastructure. This role combines hands-on operational leadership with strategic program management, requiring someone who can manage critical support operations while driving high-impact cross-functional initiatives that enhance our engineering organization's effectiveness.

Primary Responsibility: On-Call & Engineering Support Operations

You'll own the operational backbone of our engineering support systems with clear accountability and continuous improvement:

On-Call Program Management

• Design and operate the on-call framework: Establish and maintain staffing models, escalation procedures, and notification systems to ensure continuous engineering coverage for critical product issues

• Manage daily operations: Oversee on-call handovers, lead daily standups with assigned personnel, update customer-facing status pages where relevant, facilitate weekly handoff meetings, and ensure smooth transitions between rotations

• Central dispatch function: Act as the coordination hub for support requests and incident response, providing oversight and task prioritization for on-call engineers while adjusting work priorities based on SLA constraints

• Ensure equitable workload distribution: Monitor that low-priority tickets receive attention even when high-severity issues dominate, preventing backlog accumulation

Incident Response & Management

• Serve as Incident Commander for incidents during North American business hours:

  • Alert and direct on-call staff during active incidents

  • Coordinate real-time response efforts and ensure appropriate resources are engaged

  • Update customer-facing status pages (status.horizon3.ai) throughout incidents

  • Notify key business stakeholders of incident status and resolution progress

• Drive postmortem excellence: Lead postmortem meetings, lead the development of RCA (Root Cause Analysis) documentation, and most importantly, track and drive completion of follow-up action items to prevent recurring issues

Stakeholder Management

• Cross-functional collaboration: Partner with leaders and contributors across engineering and support organizations to ensure timely resolution of product issues with significant customer and partner impact

• Collaborate with delivery staff, peers, and management to identify and implement program improvements over time

  • Enhance quantifiable metrics to assess the effectiveness of on-call. Collaborate to collect and report on these metrics.

  • Identify routine requests and collaborate with on-call engineers to develop/refine TTPs and playbooks. Identify opportunities for improving technical support self-service capabilities.

• Monthly governance: Lead monthly review meetings with key stakeholders to assess program health, review metrics, and identify improvement opportunities

• Visibility and transparency: Maintain dashboards and tracking systems that give engineering leadership clear insight into on-call health, incident trends, support metrics, and SLA performance