Support Engineer III

🕒 September 23

🇨🇦 Canada – Remote

💵 CA$81.6k - CA$102k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 6%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Blackpoint Cyber

WebsiteLinkedInAll Job Openings

51 - 200 employees

💼 Consulting

🎖️ Defense

🔒 Cybersecurity

💰 $190M Series C on 2023-06

Consulting • Defense • Cybersecurity

Blackpoint Cyber is a technology-focused cybersecurity company headquartered in Maryland, USA. Established by former US Department of Defense and Intelligence security experts, Blackpoint leverages its real-world cyber experience to help Managed Service Providers (MSPs) safeguard their infrastructure and operations. The company offers a proprietary cybersecurity ecosystem, including its SNAP-Defense platform for Managed Detection and Response (MDR) services. Blackpoint's dedicated security analysts work 24/7 to combine various security measures, including network visualization and endpoint security, to monitor and respond to threats. Additionally, Blackpoint is launching LogIC, a logging and integrated compliance service designed to assist MSPs with cyber compliance requirements. The company's mission is to deliver comprehensive detection and response services to help MSPs combat the evolving threat landscape.

📋 Description

• Resolve complex technical issues escalated from Tier 1 and Tier 2 teams • Troubleshoot software issues involving microservices, APIs, and system integrations • Diagnose system anomalies, deployment challenges, and configuration issues • Collaborate with Engineering and Product teams to identify, report, and prioritize bugs and enhancements • Analyze ticket trends and implement proactive solutions to reduce ticket volume and improve response times • Create and maintain documentation, knowledge base articles, and support resources • Mentor and train junior engineers • Drive continuous improvement initiatives for the customer support journey • Use Zendesk automation and other support tools to streamline workflows and optimize ticket management • Develop, implement, and optimize automated solutions using Superblocks, n8n, Tines, and webhooks • Analyze account management requests and automate routine and manual tasks • Collaborate with the Support team to develop automation strategies • Document automation processes and create training materials for the Support team

🎯 Requirements

• 5+ years of experience in a Technical Support or Customer Support role, with a focus on complex software environments • Proficiency in Zendesk, especially automations, triggers, and macros • Strong understanding of microservices architecture, APIs, containers (Docker), and cloud services • Advanced knowledge of Windows, macOS, and Linux operating systems • Experience with PowerShell, Sysinternals Suite, and remote support tools • Familiarity with Python, Bash, or Ansible; one or more preferred • Strong grasp of networking concepts including IP addressing, VLANs, DNS, DHCP, and firewalls • Experience with AWS and Azure and understanding of DevOps practices • Ability to understand and optimize support workflows • CompTIA A+, Network+, or Security+ certifications are a plus but not required • Exceptional problem-solving skills • Strong customer communication skills and ability to explain technical concepts to non-technical users • Ability to work independently in a dynamic, fast-paced environment • Ability to multitask and manage multiple priorities • Passion for continuous learning and professional development • Must be authorized to work in Canada without restriction • Must not require sponsorship to work within Canada

🏖️ Benefits

• Equity participation available to employees globally, with program details varying by location and employment structure • Eligible US employees: Health, Vision, Dental, and Life Insurance plans • Eligible US employees: 401k plan • Eligible US employees: Discretionary Time Off • International employees: competitive benefits in accordance with local market standards and applicable country requirements • Other minor perks

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