Support Engineer II

🔥 0 minutes ago

Apply Now

Find Similar Remote Jobs

Receive Emails For Remote Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Blackpoint Cyber

WebsiteLinkedInAll Job Openings

51 - 200 employees

💰 $190M Series C on 2023-06

Blackpoint Cyber is a technology-focused cybersecurity company headquartered in Maryland, USA. The company was established by former US Department of Defense and Intelligence security experts and leverages its real-world cyber experience and knowledge of malicious tradecraft to help MSPs safeguard their infrastructure and operations.

📋 Description

• 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. • 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. • 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.

🎯 Requirements

• 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.

🏖️ Benefits

• Health, Vision, Dental, and Life Insurance plans • 401k plan • Discretionary Time Off • Minor perks