Support Engineer II

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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

• Serve as a resource for complex technical issues, resolving escalated support cases with precision and efficiency. • Utilize Zendesk automation and other support tools to streamline workflows, optimize ticket management 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. • Leverage your expertise in software workflows to diagnose and resolve system anomalies, deployment challenges, and configuration issues. • Analyze ticket trends and use data to implement proactive solutions, reducing ticket volume and improving response times. • Create and maintain detailed documentation, knowledge base articles, and support resources. • Learn, Develop, implement, and optimize automated solutions to enhance technical support operations, using automation software like superblocks, n8n, tines, and webhooks. • Perform account management request analysis and automate routine and manual tasks. • Collaborate closely with the Support team to understand operational needs and develop automation strategies that improve operational efficiency. • Document automation processes and provide comprehensive training materials to enable the Support team to effectively use new tools and procedures.

🎯 Requirements

• Bilingual English/Spanish (spoken and written) is required • 3+ years of experience in a Technical Support or Customer Support role, with a focus on complex software environments. • Proficiency in Zendesk, especially in utilizing automations, triggers, and macros to optimize support workflows. • Strong understanding of microservices architecture, including APIs, containers (Docker), and cloud services. • Extensive experience with troubleshooting methodologies, including: • Knowledge of Windows and macOS operating systems. • Experience with PowerShell, Sysinternals Suite, and remote support tools. • Familiarity with scripting languages (Python, Bash, or Ansible preferred). • Strong grasp of networking concepts (IP addressing, VLANs, DNS, DHCP, firewalls, etc.). • Experience with cloud platforms (AWS, Azure) and understanding of DevOps practices. • Demonstrated ability to understand and optimize support workflows to improve efficiency and customer satisfaction. • Certifications such as CompTIA A+, Network+, Security+ (desired).

🏖️ Benefits

• Health, Vision, Dental, and Life Insurance plans • 401k plan • Discretionary Time Off • Opportunities for career growth and development • A culture that values customer-centric thinking and continuous improvement