Remote opportunity at
Blackpoint CyberSupport Engineer II
Blackpoint Cyber sells security software for hunting threats, detecting intrusions and remediating them. Its founders are former cyber operations specialists from the National Security Agency, and…
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About This Role
Blackpoint Cyber sells security software for hunting threats, detecting intrusions and remediating them. Its founders are former cyber operations specialists from the National Security Agency, and the company says it is in hyper-growth after a recent $190 million Series C round. The role is a remote Support Engineer II who handles complex issues escalated from Tier 1 and helps improve how support works. This is a full-time, remote role. The…
Job Description
Blackpoint Cyber sells security software for hunting threats, detecting intrusions and remediating them. Its founders are former cyber operations specialists from the National Security Agency, and the company says it is in hyper-growth after a recent $190 million Series C round. The role is a remote Support Engineer II who handles complex issues escalated from Tier 1 and helps improve how support works.
This is a full-time, remote role. The engineer would act as the expert resource for escalated cases and resolve complex software problems, including issues with microservices, APIs and system integrations. The job involves using Zendesk automation, triggers and macros to streamline ticket handling, working with Engineering and Product to report and prioritize bugs, and analyzing ticket trends to reduce volume and speed up responses. The engineer would also write documentation and knowledge base articles, mentor junior engineers, and build automation using Superblocks, n8n, Tines and webhooks. Routine account management requests are part of the automation work.
The posting asks for at least three years of technical or customer support in complex software environments and strong Zendesk skills. Candidates need an understanding of microservices, containers such as Docker and cloud platforms such as AWS or Azure, plus DevOps practice. Troubleshooting skills should cover Windows and macOS, PowerShell, Sysinternals and remote support tools, and networking concepts such as IP addressing, DNS and firewalls. Scripting in Python, Bash or Ansible is preferred. Certifications like CompTIA A+, Network+ or Security+ are desired but not required.
Responsibilities
- Serve as the expert resource for escalated support cases and resolve them efficiently
- Use Zendesk automation and support tools to streamline workflows and improve customer satisfaction
- Troubleshoot software issues across microservices, APIs and integrations, and diagnose deployment and configuration problems
- Log and rank software defects and feature requests with Engineering and Product
- Analyze ticket trends and propose changes that reduce volume and improve response times
- Build and document automation using Superblocks, n8n, Tines and webhooks, and teach the Support team to use it
Requirements
- At least three years of tech or customer support work involving complicated software
- Proficiency in Zendesk, including automations, triggers and macros
- Understanding of microservices, APIs, Docker and cloud services
- Strong troubleshooting methodology across Windows and macOS
- Experience with PowerShell, Sysinternals and remote support tools
- Working knowledge of networking concepts such as IP addressing, VLANs, DNS, DHCP and firewalls
Qualifications
- Scripting experience in Python, Bash or Ansible
- Experience with AWS or Azure and with DevOps practices
- CompTIA A+, Network+ or Security+ credentials
- Experience mentoring and training junior engineers
Core Skills
Benefits
- US employees receive medical, vision, dental and life coverage
- Robust 401(k) plan and discretionary time off
- Equity participation available globally, with details varying by location
- International employees receive benefits in line with local market standards
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this role remote?
Yes. The posting describes it as remote.
What experience is needed?
At least three years in technical or customer support for complex software, with strong Zendesk skills.
Are certifications required?
No. CompTIA A+, Network+ and Security+ are listed as desired.
What benefits are offered in the US?
Health, vision, dental and life plans, a 401(k), discretionary time off, and equity participation.
Sample Interview Questions
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