Horizon3.ai

Compensation

Full Description

Note: The job is a remote job and is open to candidates in USA. Horizon3.ai is a fast-growing, remote cybersecurity company dedicated to enabling organizations to proactively find and fix exploitable attack vectors. The Technical Program Manager will own and evolve the engineering operations infrastructure, managing critical support operations and driving cross-functional initiatives to enhance the effectiveness of the engineering organization. Responsibilities • 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 • 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 • 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 • Lead monthly review meetings with key stakeholders to assess program health, review metrics, and identify improvement opportunities • Maintain dashboards and tracking systems that give engineering leadership clear insight into on-call health, incident trends, support metrics, and SLA performance • Program manage 1-2 cross-functional initiatives each quarter aligned with business objectives and engineering priorities. Skills • 5+ years of program or project management experience, with at least 3 years in a technical environment (software development, SaaS, or cybersecurity preferred) • Bachelor's degree in Computer Science, Engineering, Information Technology, or related field (or equivalent experience) • Strong facilitation skills for leading incident response as Incident Commander, postmortems, and cross-functional coordination meetings • Excellent organizational skills with meticulous attention to follow-through on action items and commitments • Experience building dashboards and tracking systems for engineering or operations metrics (familiarity with tools like Jira, Datadog, PagerDuty, or similar) • Exceptional communication skills across all levels, especially when working with technical stakeholders and translating between technical and business contexts • Ability to troubleshoot complex technical issues and make sound decisions under pressure during active incidents • Experience operating independently in rapid-growth environments with evolving priorities • PMP, ITIL, or similar program/project management certification • Proven experience managing on-call operations or incident response programs in a production environment • Experience with Agile/Scrum methodologies • Background in SRE (Site Reliability Engineering) practices or DevOps culture • Hands-on experience with incident management platforms (PagerDuty, Opsgenie, etc.) and ITSM tools • Previous experience in a cybersecurity or security-focused technology company • Familiarity with blameless postmortem culture and continuous improvement practices • Experience developing SLA frameworks and measuring/reporting on operational metrics • Track record of building technical documentation, playbooks, and self-service support resources Benefits • Health, vision & dental insurance for you and your family • Flexible vacation policy • Generous parental leave • Equity package in the form of stock options Company Overview • Horizon3.ai offers an autonomous penetration testing platform that helps organizations proactively find and fix security vulnerabilities. It was founded in 2019, and is headquartered in San Francisco, California, USA, with a workforce of 201-500 employees. Its website is https://www.horizon3.ai.