Support Engineer II

🕒 June 17

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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

• 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