Support Engineer II

Tier 2 Support Engineer

Blackpoint Cyber is the leading provider of world-class cybersecurity threat hunting, detection and remediation technology. Founded by former National Security Agency (NSA) cyber operations experts who applied their learnings to bring national security-grade technology solutions to commercial customers around the world, Blackpoint Cyber is in hyper-growth mode, fueled by a recent $190m series C round.

We're looking for a Tier 2 Support Engineer who thrives on solving complex technical problems and building smarter support systems. In this role, you'll serve as the technical escalation point for our Tier 1 team, driving resolution of our most challenging customer issues while continuously improving the systems and workflows that power our support operations. If you're as comfortable diagnosing microservice failures as you are automating ticket workflows and you care deeply about the customer experience — we want to hear from you.

Responsibilities

Technical Support & Escalation

• Own complex escalations from Tier 1, resolving cases with precision, speed, and clear communication back to the customer.

• Troubleshoot and resolve software issues across microservices, APIs, and system integrations.

• Diagnose system anomalies, deployment failures, and configuration issues using deep product and infrastructure knowledge.

• Partner with Engineering and Product to surface, document, and prioritize bugs and feature gaps discovered through support.

Support Operations & Automation

• Design, implement, and continuously optimize automated workflows using tools such as Superblocks, n8n, Tines, and webhooks to reduce manual effort and ticket volume.

• Leverage Zendesk automations, triggers, and macros to streamline ticket management and improve response times.

• Analyze ticket trends and support data to identify systemic issues and implement proactive solutions.

• Perform account management request analysis and automate routine, high-volume tasks.

• Collaborate with the broader Support team to understand operational pain points and translate them into scalable automation strategies.

Documentation & Enablement

• Build and maintain a high-quality knowledge base; including articles, runbooks, and internal guides — that empower both customers and teammates.

• Document automation processes thoroughly and create training materials that enable the Support team to confidently adopt new tools and workflows.

What You Bring

• 3+ years in a Technical or Customer Support role, focused on complex software environments.

• Strong proficiency in Zendesk, particularly automations, triggers, and macros.

• Solid understanding of microservices architecture, including APIs, containers (Docker), and cloud services.

• Hands-on troubleshooting experience across Windows and macOS environments.

• Working knowledge of PowerShell, Sysinternals Suite, and remote support tooling.

• Familiarity with scripting languages — Python, Bash, or Ansible preferred.

• Strong networking fundamentals: IP addressing, VLANs, DNS, DHCP, firewalls, and beyond.

• Experience with cloud platforms (AWS or Azure) and general DevOps practices.

• Certifications such as CompTIA A+, Network+, or Security+ are a plus.

Preferred Soft Skills

• Sharp diagnostic instincts - you cut through noise and get to root cause fast.

• Exceptional communicator, able to translate technical complexity into clarity for any audience.

• Self-directed and adaptable in a fast-paced, evolving environment.

• Strong prioritization skills with the ability to manage multiple workstreams without dropping the ball.

• Genuinely curious, with a drive to keep learning and improving.

Blackpoint Cyber welcomes and encourages applications from qualified individuals of all races, colors, religions, sex, sexual orientation, gender identity or expression, national origin, age, marital status, or any other legally protected status. We are committed to equality of opportunity in all aspects of employment. For eligible employees in the US, Blackpoint offers competitive Health, Vision, Dental, and Life Insurance plans, a robust 401k plan, Discretionary Time Off, and other minor perks.