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 II with experience in software technical support, particularly in environments using Zendesk and complex software workflows - based remotely in Czechia.
This role involves providing advanced technical assistance to our customers while helping improve our support processes and ensuring seamless customer interactions. You will handle complex issues escalated from the Tier 1 team, which requires a good understanding of our software, underlying microservices, and support tools. If you’re passionate about delivering exceptional customer service, solving intricate technical problems, and are interested in using scripting and automation to work more efficiently, we want you on our team.
Responsibilities
Serve as a resource for complex technical issues, resolving escalated support cases with precision and efficiency.
Use Zendesk and other support tools to streamline workflows, manage tickets effectively, 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.
Apply your knowledge of software workflows to diagnose and resolve system anomalies, deployment challenges, and configuration issues.
Analyze ticket trends and use data to recommend proactive solutions that reduce ticket volume and improve response times.
Create and maintain detailed documentation, knowledge base articles, and support resources.
Support and coach Tier 1 team members through escalations and knowledge sharing.
Contribute to automation efforts using tools such as Superblocks, n8n, Tines, and webhooks, with opportunities to grow these skills.
Identify repetitive tasks and partner with the team to automate them.
Collaborate closely with the Support team to understand operational needs and surface opportunities to improve efficiency.
Document processes and contribute training materials so the Support team can effectively use new tools and procedures.
Qualifications
3+ years of experience in a Technical Support or Customer Support role supporting software products, including handling escalated, multi-step issues.
Hands-on experience with Zendesk, including working with macros, triggers, and automations.
Working understanding of microservices concepts, including APIs, containers (Docker), and cloud services, with the ability to troubleshoot integration and configuration issues.
Solid troubleshooting skills, including:
Working knowledge of Windows and macOS operating systems
Experience with PowerShell and remote support tools (familiarity with Sysinternals a plus)
Solid grasp of core networking concepts (IP addressing, DNS, DHCP, firewalls, etc.)
Working knowledge of at least one scripting language (Python, Bash, or PowerShell) for troubleshooting, log analysis, or task automation.
Ability to identify workflow inefficiencies and recommend improvements that benefit customer satisfaction and team efficiency.
Clear written and verbal communication, including documenting issues for Engineering and writing knowledge base content.
Preferred Skills
Experience building or maintaining support automations using tools such as Superblocks, n8n, Tines, or webhooks
Experience with cloud platforms (AWS, Azure) and familiarity with DevOps practices
Experience with Ansible or other configuration management tools
Certifications such as CompTIA A+, Network+, or Security+
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. International employees receive competitive benefits in accordance with local market standards and applicable country requirements.
Blackpoint believes all employees should share in the company’s success – equity participation is available to employees globally, with program details varying by location and employment structure.
Skills Required
- 3+ years of experience in Technical Support or Customer Support in complex software environments
- Proficiency with Zendesk automations, triggers, and macros
- Understanding of microservices architecture, APIs, Docker containers, and cloud services
- Knowledge of Windows and macOS operating systems
- Experience with PowerShell, Sysinternals Suite, and remote support tools
- Strong understanding of networking concepts, including IP addressing, VLANs, DNS, DHCP, and firewalls
- Familiarity with Python, Bash, or Ansible
- Experience with AWS or Azure and understanding of DevOps practices
- Ability to optimize support workflows for efficiency and customer satisfaction
- CompTIA A+, Network+, or Security+ certification
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.
