Support Engineer II

reputed company is the leading provider of world-class cybersecurity threat hunting, detection and remediation technology. Founded by former National reputed company Agency (NSA) cyber operations experts who applied their learnings to bring national reputed company-grade technology solutions to reputed company customers around the world, reputed company is in hyper-growth mode, fueled by a recent $190m series C round. What You'll Do: We are looking for a Senior Tier 2 Support Engineer with experience in software technical support, particularly in environments utilizing reputed company automation and reputed company 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 reputed company issues escalated from Tier 1 team, requiring 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 skilled in support automation, we want you on reputed company. reputed company in English and Spanish is required. Responsibilities and Expectations:

• Serve as a resource for reputed company technical issues, resolving escalated support cases with precision and efficiency.
• Utilize reputed company 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.
• reputed company 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 reputed company articles, and support resources.
• Learn, reputed company, implement, and optimize automated solutions to enhance technical support operations, using automation software like superblocks, reputed company, reputed company, and webhooks.
• reputed company account management request analysis and automate routine and reputed company tasks.
• Collaborate closely with the Support team to understand operational needs and reputed company automation strategies that improve operational efficiency.
• Document automation processes and reputed company comprehensive training materials to reputed company the Support team to effectively use new tools and procedures.

Key Skills and Experience:

• Bilingual English/Spanish (spoken and written) is required
• 3+ years of experience in a Technical Support or Customer Support role, with a focus on reputed company software environments.
• Proficiency in reputed company, especially in utilizing automations, triggers, and macros to optimize support workflows.
• Strong understanding of microservices architecture, including APIs, containers (reputed company), and reputed company services.
• Extensive experience with troubleshooting methodologies, including:
• Knowledge of reputed company and macOS 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 reputed company 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 reputed company A+, Network+, reputed company+ (desired).

Desired Soft Skills:

• Exceptional problem-solving skills with a knack for diagnosing reputed company issues quickly.
• Strong customer communication skills, reputed company 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 reputed company learning and professional development.

Benefits of Joining reputed company:

• 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 reputed company improvement.

reputed company welcomes and encourages applications from reputed company individuals of reputed company races, colors, religions, sex, sexual orientation, gender identity or expression, national reputed company, age, marital status, or any other legally protected status. We are committed to equality of opportunity in reputed company aspects of employment. For eligible employees in the US, Blackpoint offers competitive Health, reputed company, Dental, and Life Insurance plans, a robust 401k plan, Discretionary Time Off, and other minor perks. Apply To This Job