Blackpoint Cyber is the leading provider of world-class cybersecurity threat hunting, detection and remediation technology. Founded by former National Security Agency (NSA) cyber operations experts who applied their learnings to bring national security-grade technology solutions to commercial customers around the world, Blackpoint Cyber is in hyper-growth mode, fueled by a recent $190m series C round.
The Role
We are looking for a Support Engineer III with experience in software technical support, particularly in environments utilizing Zendesk automation and complex software workflows. This is a hybrid role: you'll provide expert-level technical assistance to our customers while also building and optimizing the automation and processes that power our support operations.
You will be responsible for handling complex issues escalated from Tier 1 and Tier 2 teams, requiring a deep 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 our team.
This role can be based anywhere in Canada on a remote basis.
Responsibilities and Expectations
Technical Support
Support Operations & Automation
Develop, implement, and optimize automated solutions to enhance technical support operations, using tools like Superblocks, n8n, Tines, and webhooks.
Key Skills and Experience
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:
Strong grasp of networking concepts (IP addressing, VLANs, DNS, DHCP, firewalls, etc.).
Desired Soft Skills
Blackpoint Cyber welcomes and encourages applications from qualified individuals of all races, colors, religions, sex, sexual orientation, gender identity or expression, national origin, age, marital status, or any other legally protected status. We are committed to equality of opportunity in all aspects of employment.
For eligible employees in the US, Blackpoint offers competitive Health, Vision, Dental, and Life Insurance plans, a robust 401k plan, Discretionary Time Off, and other minor perks. International employees receive competitive benefits in accordance with local market standards and applicable country requirements.
Blackpoint believes all employees should share in the company’s success – equity participation is available to employees globally, with program details varying by location and employment structure.
