Support Engineer III

Blackpoint Cyber

. Serve as an expert resource for complex technical issues and resolve escalated support cases .

Posted 9/23/2026full-timeRemote • United StatesMid-LevelSenior💰 $85,700 - $107,100 per yearWebsite

Core Competencies

Role fit

Core Competencies

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

Demonstrates expertise in troubleshooting complex software issues, particularly in microservices, APIs, and system integrations. Proficient in using Zendesk and automation tools to enhance support workflows and improve customer service efficiency.

Highest-signal resume keywords

Zendesk ProficiencyMicroservices ArchitectureAPIs and System IntegrationsAutomation Tools (Superblocks, n8n, Tines)Problem-Solving Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

MicroservicesAPIsDockerWindows Operating SystemMacOS Operating SystemLinux Operating SystemPowerShellPythonBashNetworking Concepts

Soft Skills

Exceptional Problem-Solving SkillsStrong Customer Communication SkillsTime Management SkillsAbility to Work IndependentlyPassion for Continuous Learning

Tools & Technologies

ZendeskSysinternals SuiteRemote Support ToolsAWSAzureDevOps Practices

Certifications & Qualifications

CompTIA A+CompTIA Network+CompTIA Security+

Industry Keywords

Technical SupportCustomer SupportSoftware EnvironmentsAutomation StrategiesSupport Workflows

Tech Stack

Tools & technologies

AnsibleAWSAzureCloudDNSDockerFirewallsLinuxMacOSMicroservicesPython

About the role

Key responsibilities & impact

Serve as an expert resource for complex technical issues and resolve escalated support cases
Troubleshoot and resolve 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 software 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 support 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 provide training materials for new tools and procedures

Requirements

What you’ll need

5+ years of experience in a Technical Support or Customer Support role, with a focus on complex software environments
Proficiency in Zendesk, including 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 manage multiple priorities with excellent time management skills
Passion for continuous learning and professional development
Authorization to work in the United States without restriction
No current or future sponsorship requirement to work in the United States

Benefits

Comp & perks

Health insurance
Vision insurance
Dental insurance
Life insurance
Robust 401k plan
Discretionary Time Off
Other minor perks
Equity participation available to employees globally
International employees receive competitive benefits in accordance with local market standards and applicable country requirements