Support Engineer II

🔥 21 hours ago

🇨🇿 Czechia – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 14%

What it means: how likely this posting is sitting open without active hiring.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 and escalated support cases • Use Zendesk automation and support tools to streamline workflows and optimize ticket management • Troubleshoot software issues involving microservices, APIs, and system integrations • Collaborate with Engineering and Product teams on software bugs and enhancements • Diagnose system anomalies, deployment challenges, and configuration issues • 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 • Develop, implement, and optimize automated support solutions using Superblocks, n8n, Tines, and webhooks • Analyze account management requests and automate routine and manual tasks • Develop automation strategies with the Support team • Document automation processes and provide training materials

🎯 Requirements

• 3+ 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, including APIs, Docker containers, and cloud services • Knowledge of Windows and macOS operating systems • Experience with PowerShell, Sysinternals Suite, and remote support tools • Strong grasp of networking concepts, including IP addressing, VLANs, DNS, DHCP, and firewalls • Familiarity with Python, Bash, or Ansible preferred • Experience with AWS or Azure and understanding of DevOps practices • Ability to understand and optimize support workflows • CompTIA A+, Network+, or Security+ certifications desired

🏖️ Benefits

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