Senior Support Engineer: Automation & Microservices

Blackpoint Cyber

United States

Hybrid

USD 90,000 - 130,000

Full time

9 days ago

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Benefits offered by this job

Health insurance

Vision insurance

Dental insurance

Life insurance

401(k) plan

Discretionary Time Off

Equity participation

Job summary

Blackpoint Cyber is seeking a **Support Engineer III** to deliver expert-level technical assistance in a hybrid role. You will handle escalated issues, optimize support automation, and collaborate with Engineering and Product to improve software and processes.

The role emphasizes problem solving, mentoring, and creating solid documentation. You’ll work across Windows, macOS, Linux, and cloud environments, leveraging Zendesk automation, APIs, and microservices, while driving automation

Qualifications

5+ years in Technical or Customer Support with complex software
Strong Zendesk automation, triggers, and macros experience
Solid understanding of microservices, APIs, containers, and cloud services
Proficient in Windows, macOS, Linux; PowerShell and Sysinternals are a plus

Responsibilities

Serve as expert resource for complex technical issues and escalated cases
Troubleshoot software issues focusing on microservices, APIs, and integrations
Diagnose and fix system anomalies and deployment/configuration issues
Collaborate with Engineering and Product to report bugs and enhancements
Analyze ticket trends and implement proactive solutions
Create and maintain documentation and knowledge base articles
Mentor junior engineers and drive continuous improvement in support
Utilize Zendesk and automation tools to streamline workflows and improve customer satisfaction
Develop and optimize automated support processes with tools like Superblocks, n8n, and Tines
Document automation processes and train the Support team