Support Engineer II

Support Engineer II

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 are looking for a Support Engineer II with experience in software technical support, particularly in environments using Zendesk automation and complex software workflows.

This role involves providing expert-level technical assistance to our customers while optimizing our support processes and ensuring seamless customer interactions. You will handle complex issues escalated from the Tier 1 team, which requires a good understanding of our software, underlying microservices, and support tools. If you're passionate about delivering exceptional customer service, solving intricate technical problems, and are skilled in support automation, we want you on our team.

Responsibilities

• Serve as a resource for complex technical issues, resolving escalated support cases with precision and efficiency.
• Use Zendesk automation and other support tools to streamline workflows, optimize ticket management, and enhance customer satisfaction.
• Troubleshoot and resolve software issues, focusing on microservices, APIs, and system integrations.
• Collaborate with the Engineering and Product teams to identify, report, and prioritize software bugs and enhancements.
• Leverage your expertise in software workflows to diagnose and resolve system anomalies, deployment challenges, and configuration issues.
• Analyze ticket trends and use data to implement proactive solutions, reducing ticket volume and improving response times.
• Create and maintain detailed documentation, knowledge base articles, and support resources.
• Mentor and train junior engineers, enhancing overall team competency and knowledge sharing.
• Learn, develop, implement, and optimize automated solutions to enhance technical support operations, using automation software such as Superblocks, n8n, Tines, and webhooks.
• Perform account management request analysis and automate routine and manual tasks.
• Collaborate closely with the Support team to understand operational needs and develop automation strategies that improve operational efficiency.
• Document automation processes and provide comprehensive training materials so the Support team can effectively use new tools and procedures.

Qualifications

• 3+ years of experience in a Technical Support or Customer Support role, with a focus on complex software environments.
• Proficiency in Zendesk, especially in using automations, triggers, and macros to optimize support workflows.
• Strong understanding of microservices architecture, including APIs, containers (Docker), and cloud services.
• Extensive experience with troubleshooting methodologies, including:
• Knowledge of Windows and macOS operating systems.
• Experience with PowerShell, Sysinternals Suite, and remote support tools.
• Strong grasp of networking concepts (IP addressing, VLANs, DNS, DHCP, firewalls, etc.).
• Familiarity with scripting languages (Python, Bash, or Ansible preferred).
• Experience with cloud platforms (AWS, Azure) and understanding of DevOps practices.
• Demonstrated ability to understand and optimize support workflows to improve efficiency and customer satisfaction.
• Certifications such as CompTIA A+, Network+, Security+ (desired).

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. International employees receive competitive benefits in accordance with local market standards and applicable country requirements.

Blackpoint believes all employees should share in the company's success – equity participation is available to employees globally, with program details varying by location and employment structure.