Support Engineer II

Job description

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 and complex software workflows - based remotely in Czechia. This role involves providing advanced technical assistance to our customers while helping improve 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 interested in using scripting and automation to work more efficiently, 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 and other support tools to streamline workflows, manage tickets effectively, 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. - Apply your knowledge of software workflows to diagnose and resolve system anomalies, deployment challenges, and configuration issues. - Analyze ticket trends and use data to recommend proactive solutions that reduce ticket volume and improve response times. - Create and maintain detailed documentation, knowledge base articles, and support resources. - Support and coach Tier 1 team members through escalations and knowledge sharing. - Contribute to automation efforts using tools such as Superblocks, n8n, Tines, and webhooks, with opportunities to grow these skills. - Identify repetitive tasks and partner with the team to automate them. - Collaborate closely with the Support team to understand operational needs and surface opportunities to improve efficiency. - Document processes and contribute 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 supporting software products, including handling escalated, multi-step issues. - Hands-on experience with Zendesk, including working with macros, triggers, and automations. - Working understanding of microservices concepts, including APIs, containers (Docker), and cloud services, with the ability to troubleshoot integration and configuration issues. - Solid troubleshooting skills, including: - Working knowledge of Windows and macOS operating systems - Experience with PowerShell and remote support tools (familiarity with Sysinternals a plus) - Solid grasp of core networking concepts (IP addressing, DNS, DHCP, firewalls, etc.) - Working knowledge of at least one scripting language (Python, Bash, or PowerShell) for troubleshooting, log analysis, or task automation. - Ability to identify workflow inefficiencies and recommend improvements that benefit customer satisfaction and team efficiency. - Clear written and verbal communication, including documenting issues for Engineering and writing knowledge base content. **Preferred Skills** - Experience building or maintaining support automations using tools such as Superblocks, n8n, Tines, or webhooks - Experience with cloud platforms (AWS, Azure) and familiarity with DevOps practices - Experience with Ansible or other configuration management tools - Certifications such as CompTIA A+, Network+, or Security+ 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.