Senior Tier 2 Support Engineer

About Blackpoint Cyber

Blackpoint Cyber is the leading provider of world-class cybersecurity threat hunting, detection and remediation technology. Founded by former National Security Agency (NSA) cyber operations experts who applied their learnings to bring national security-grade technology solutions to commercial customers around the world, Blackpoint Cyber is in hyper-growth mode, fueled by a recent $190m series C round.

What You’ll Do

We are looking for a Senior Tier 2 Support Engineer with experience in software technical support, particularly in environments utilizing Zendesk automation and complex software workflows. This role involves providing expert-level technical assistance to our customers while also optimizing our support processes and ensuring seamless customer interactions.

You will be responsible for handling complex issues escalated from Tier 1 team, requiring a good understanding of our software, underlying microservices, and support tools. If you’re passionate about delivering exceptional customer service, solving intricate technical problems, and are skilled in support automation, we want you on our team.

Fluency in English and Spanish is required.

Responsibilities and Expectations:

• 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.

Key Skills and Experience:

• 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).

Desired Soft Skills:

• Exceptional problem-solving skills with a knack for diagnosing complex issues quickly.
• Strong customer communication skills, able to explain technical concepts to non technical users effectively.
• Highly self-motivated with the ability to work independently in a dynamic, fast-paced environment.
• Ability to multi-task and manage multiple priorities with excellent time management skills.
• Passionate about continuous learning and professional development.

Benefits of Joining Our Team:

• Work with cutting-edge technology in a collaborative and innovative environment.
• Opportunities for career growth and development.
• A culture that values customer-centric thinking and continuous improvement.

Blackpoint Cyber welcomes and encourages applications from qualified individuals of all races, colors, religions, sex, sexual orientation, gender identity or expression, national origin, age, marital status, or any other legally protected status. We are committed to equality of opportunity in all aspects of employment. For eligible employees in the US, Blackpoint offers competitive Health, Vision, Dental, and Life Insurance plans, a robust 401k plan, Discretionary Time Off, and other minor perks.