Operate confidently with the Managed Detection and Response Platform that combines elite level security and a context driven platform to eliminate threats. Backed by Accel.
About the role
We are looking for a Support Engineer III with experience in software technical support, particularly in environments utilizing Zendesk automation and complex software workflows. This is a hybrid role: you'll provide expert-level technical assistance to our customers while also building and optimizing the automation and processes that power our support operations.
What they're looking for
- 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
- 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
More about this role
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.
We are looking for a Support Engineer III with experience in software technical support, particularly in environments utilizing Zendesk automation and complex software workflows. This is a hybrid role: you'll provide expert-level technical assistance to our customers while also building and optimizing the automation and processes that power our support operations.
You will be responsible for handling complex issues escalated from Tier 1 and Tier 2 teams, requiring a deep 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.
Serve as an expert resource for complex technical issues, resolving...
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