About the role

Support Engineer III resolving complex software issues and building Zendesk automations. Supporting Blackpoint Cyber’s cybersecurity threat hunting, detection, and remediation platform.

Responsibilities

Resolve complex technical issues escalated from Tier 1 and Tier 2 teams
Troubleshoot software issues involving microservices, APIs, and system integrations
Diagnose system anomalies, deployment challenges, and configuration issues
Collaborate with Engineering and Product teams to identify, report, and prioritize bugs and enhancements
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
Drive continuous improvement initiatives for the customer support journey
Use Zendesk automation and other support tools to streamline workflows and optimize ticket management
Develop, implement, and optimize automated solutions using Superblocks, n8n, Tines, and webhooks
Analyze account management requests and automate routine and manual tasks
Collaborate with the Support team to develop automation strategies
Document automation processes and create training materials for the Support team

5+ 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, APIs, containers (Docker), and cloud services
Advanced knowledge of Windows, macOS, and Linux operating systems
Experience with PowerShell, Sysinternals Suite, and remote support tools
Familiarity with Python, Bash, or Ansible; one or more preferred
Strong grasp of networking concepts including IP addressing, VLANs, DNS, DHCP, and firewalls
Experience with AWS and Azure and understanding of DevOps practices
Ability to understand and optimize support workflows
CompTIA A+, Network+, or Security+ certifications are a plus but not required
Exceptional problem-solving skills
Strong customer communication skills and ability to explain technical concepts to non-technical users
Ability to work independently in a dynamic, fast-paced environment
Ability to multitask and manage multiple priorities
Passion for continuous learning and professional development
Must be authorized to work in Canada without restriction
Must not require sponsorship to work within Canada

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