Senior Tier 3 Technical Support Engineer

Posted 15 Days Ago
Be an Early Applicant
2 Locations
Remote
Senior level
Information Technology • Cybersecurity
The Role
The Senior Tier 3 Technical Support Engineer provides expert technical assistance, optimizes support processes, and mentors junior staff, focusing on complex software issues using automation and microservices.
Summary Generated by Built In

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. 

 This is a contract role**

What You'll Do: 

We are looking for a Senior Tier 3 Support Engineer with extensive 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 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. 

 Responsibilities and Expectations: 

  • 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. 

Key Skills and Experience: 

  • 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. 

  • Extensive experience with troubleshooting methodologies, including: 

    • Advanced knowledge of Windows, macOS, and Linux 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+ (preferred). 

 

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.

Top Skills

Ansible
AWS
Azure
Bash
Docker
Powershell
Python
Sysinternals Suite
Zendesk
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The Company
HQ: Denver, Colorado
187 Employees
On-site Workplace
Year Founded: 2014

What We Do

Blackpoint Cyber is a technology-driven cybersecurity company headquartered in Denver, Colorado. Founded in 2014 by former U.S. Department of Defense and intelligence security experts, Blackpoint leverages decades of real-world experience and deep knowledge of malicious tradecraft to provide proactive, nation-state-grade cybersecurity to organizations worldwide.

Our mission is clear: to deliver 24/7, human-powered Managed Detection, Response, and Remediation (MDR) services, empowering IT professionals with the industry’s fastest threat elimination and risk mitigation capabilities. Blackpoint’s proprietary technology and active Security Operations Center (SOC) work together to stop cyber threats in real-time, ensuring organizations of all sizes remain protected in a constantly evolving threat landscape.

At Blackpoint, we are a passionate team of cybersecurity professionals dedicated to helping Managed Service Providers (MSPs) become the heroes modern businesses rely on. By arming MSPs with cutting-edge technology, relentless 24/7 support, and a trusted partnership, we help them safeguard their clients and combat cyber threats with confidence and precision.

At Blackpoint Cyber, we believe sophisticated cybersecurity should be accessible to all. That’s why we remain deeply committed to the growth and success of the Managed IT and Security community, offering cutting-edge solutions that empower IT professionals to combat cyber threats with confidence.

Strike first and secure fast with Blackpoint Cyber.

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