Senior Support Engineer: Automation & Zendesk Expert

Blackpoint Cyber; Northern (KY); Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Health, Vision, Dental, and Life Ins.

401(k) plan

Discretionary Time Off

Job summary

Blackpoint Cyber is seeking a Support Engineer III to deliver expert technical support for complex software environments and orchestrate automation within Zendesk and related tools. You’ll resolve escalated issues, diagnose microservices/API challenges, and drive automation initiatives across the Support team.

You will mentor junior engineers, translate customer needs into automated workflows, and partner with Engineering to fix bugs and optimize processes in a high-growth environment.

Qualifications

• 5+ years of experience in a Technical Support or Customer Support role, with a focus on complex software environments.
• Proficiency in Zendesk, especially in utilizing automations, triggers, and macros to optimize support workflows.
• Strong understanding of microservices architecture, including APIs, containers (Docker), and cloud services.
• Strong troubleshooting methodology across the following areas.
• Advanced knowledge of Windows, macOS, and Linux operating systems.
• Experience with PowerShell, Sysinternals Suite, and remote support tools.
• Familiarity with scripting languages (Python, Bash, or Ansible — one or more preferred).
• Strong grasp of networking concepts (IP addressing, VLANs, DNS, DHCP, firewalls, etc.).
• Experience with cloud 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 CompTIA A+, Network+, or Security+ are a plus, but not required.

Responsibilities

• Serve as an expert resource for complex technical issues, resolving escalated support cases with precision and efficiency.
• Troubleshoot and resolve software issues, focusing on microservices, APIs, and system integrations.
• Leverage your expertise in software workflows to diagnose and resolve system anomalies, deployment challenges, and configuration issues.
• Collaborate with the Engineering and Product teams to identify, report, and prioritize software bugs and enhancements.
• Analyze ticket trends and use data to implement proactive solutions, reducing ticket volume and improving response times.
• Create and maintain detailed documentation, knowledge base articles, and support resources.
• Mentor and train junior engineers, enhancing overall team competency and knowledge sharing.
• Drive continuous improvement initiatives to optimize the customer support journey.
• Utilize Zendesk automation and other support tools to streamline workflows, optimize ticket management, and enhance customer satisfaction.
• Develop, implement, and optimize automated solutions to enhance technical support operations, using tools like Superblocks, n8n, Tines, and webhooks.
• Perform account management request analysis and automate routine and manual tasks.
• Collaborate closely with the Support team to understand operational needs and develop automation strategies that improve operational efficiency.
• Document automation processes and provide comprehensive training materials to enable the Support team to effectively use new tools and procedures.

Skills

Zendesk automations

Microservices

Troubleshooting

Operating systems

PowerShell

Scripting (Python/Bash/Ansible)

Networking

Cloud platforms (AWS/Azure)

DevOps practices

Certifications (A+/N+/S+)

Docker

Tools

Docker

AWS

Azure

Job description

Blackpoint Cyber is seeking a Support Engineer III to deliver expert technical support for complex software environments and orchestrate automation within Zendesk and related tools. You’ll resolve escalated issues, diagnose microservices/API challenges, and drive automation initiatives across the Support team.

You will mentor junior engineers, translate customer needs into automated workflows, and partner with Engineering to fix bugs and optimize processes in a high-growth environment.