Support Engineer II

Blackpoint Cyber

. Resolve complex technical issues and escalated support cases .

Posted 10/9/2026full-timeRemote • CzechiaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in resolving complex technical issues and optimizing support workflows using tools like Zendesk. Proficient in microservices architecture, automation strategies, and mentoring junior engineers in a technical support environment.

Highest-signal resume keywords

Zendesk ProficiencyMicroservices ArchitectureAutomation DevelopmentTechnical Support ExperienceNetworking Concepts

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

MicroservicesAPIsDockerPowerShellPythonBashAnsibleAWSAzureDevOps Practices

Soft Skills

CollaborationMentoringProblem-Solving

Tools & Technologies

ZendeskSuperblocksN8nTinesSysinternals SuiteRemote Support Tools

Certifications & Qualifications

CompTIA A+CompTIA Network+CompTIA Security+

Industry Keywords

Technical SupportCustomer SupportTicket ManagementWorkflow OptimizationSystem Integrations

Tech Stack

Tools & technologies

AnsibleAWSAzureCloudDNSDockerFirewallsMacOSMicroservicesPython

About the role

Key responsibilities & impact

Resolve complex technical issues and escalated support cases
Use Zendesk automation and support tools to streamline workflows and optimize ticket management
Troubleshoot software issues involving microservices, APIs, and system integrations
Collaborate with Engineering and Product teams on software bugs and enhancements
Diagnose system anomalies, deployment challenges, and configuration issues
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
Develop, implement, and optimize automated support solutions using Superblocks, n8n, Tines, and webhooks
Analyze account management requests and automate routine and manual tasks
Develop automation strategies with the Support team
Document automation processes and provide training materials

Requirements

What you’ll need

3+ 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, including APIs, Docker containers, and cloud services
Knowledge of Windows and macOS operating systems
Experience with PowerShell, Sysinternals Suite, and remote support tools
Strong grasp of networking concepts, including IP addressing, VLANs, DNS, DHCP, and firewalls
Familiarity with Python, Bash, or Ansible preferred
Experience with AWS or Azure and understanding of DevOps practices
Ability to understand and optimize support workflows
CompTIA A+, Network+, or Security+ certifications desired

Benefits

Comp & perks

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