Senior Tier 3 Technical Support Engineer

Summary

Join Blackpoint Cyber, a leading cybersecurity company experiencing rapid growth, as a Senior Tier 3 Support Engineer. You will provide expert technical assistance to customers, handling complex issues escalated from other support tiers. This role requires deep understanding of our software, microservices, and support tools, including Zendesk automation. You will troubleshoot software issues, collaborate with engineering and product teams, and optimize support processes. The ideal candidate possesses extensive experience in software support, strong technical skills, and exceptional problem-solving abilities. Blackpoint Cyber offers a collaborative environment, opportunities for career growth, and competitive benefits.

Requirements

• 5+ 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
• Advanced knowledge of Windows, macOS, and Linux operating systems
• Experience with PowerShell, Sysinternals Suite, and remote support tools
• 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

Responsibilities

• Serve as an expert 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
• Mentor and train junior engineers, enhancing overall team competency and knowledge sharing
• Drive continuous improvement initiatives to optimize the customer support journey
• 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

Preferred Qualifications

• Familiarity with scripting languages (Python, Bash, or Ansible preferred)
• Certifications such as CompTIA A+, Network+, Security+ (preferred)
• 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

• 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
• Competitive Health, Vision, Dental, and Life Insurance plans
• A robust 401k plan
• Discretionary Time Off
• Other minor perks