Support Engineer III
Blackpoint Cyber · Remote · Remote - Canada ·
COMPENSATION
€•• – ••k
Listed on the employer's job board (Ashby)
- Fully remote (Canada)
- Senior Support Role
- Zendesk Automation
- Microservices & APIs
- Equity Participation
Join the support team at Blackpoint Cyber, a cybersecurity firm founded by former NSA experts. You will provide expert-level assistance for complex software issues while simultaneously designing and implementing automation to streamline support operations. The focus is on resolving intricate technical problems involving microservices and improving overall team efficiency through tooling.
What you'll do
- Resolve escalated support cases involving complex technical issues
- Troubleshoot software problems related to microservices and APIs
- Collaborate with Engineering to report and prioritize bugs
- Analyze ticket trends to implement proactive solutions
- Create and maintain knowledge base articles and documentation
- Mentor junior engineers to enhance team competency
- Develop automated solutions using tools like Superblocks and n8n
- Streamline workflows using Zendesk triggers and macros
What you'll need
- 5+ years in Technical Support for complex software environments
- Proficiency in Zendesk automations, triggers, and macros
- Strong understanding of microservices, APIs, and Docker
- Advanced knowledge of Windows, macOS, and Linux OS
- Experience with PowerShell, Sysinternals, or remote support tools
- Familiarity with scripting languages like Python or Bash
- Solid grasp of networking concepts such as DNS and VLANs
- Experience with cloud platforms like AWS or Azure
Nice to have
- CompTIA A+, Network+, or Security+ certifications
- Experience with Ansible scripting
- Background in DevOps practices
Stack
- Zendesk
- Superblocks
- n8n
- Tines
- Docker
- AWS
- Azure
- Python
- Bash
- PowerShell
How you'll work
- Fully remote within Canada
- Hybrid role combining support and automation tasks
What you get
- Competitive benefits per local market standards
- Global equity participation program
- Health, Vision, Dental, and Life Insurance (US)
- 401k plan (US)
- Discretionary Time Off (US)