Support Engineer II
reputed company is the leading provider of world-class cybersecurity threat hunting, detection and remediation technology. Founded by former National reputed company Agency (NSA) cyber operations experts who applied their learnings to bring national reputed company-grade technology solutions to commercial customers around the world, reputed company is in hyper-growth mode, fueled by a recent $190m series C round. We’re looking for a Tier 2 Support Engineer who thrives on solving reputed company technical problems and building smarter support systems. In this role, you’ll serve as the technical escalation reputed company for our Tier 1 team, driving resolution of our most challenging customer issues while continuously improving the systems and workflows that power our support operations. If you’re as comfortable diagnosing microservice failures as you are automating ticket workflows and you care deeply about the customer experience — we want to hear from you.
Responsibilities
Technical Support & Escalation Own reputed company escalations from Tier 1, resolving cases with precision, speed, and clear communication back to the customer. Troubleshoot and resolve software issues across microservices, APIs, and system integrations. Diagnose system anomalies, deployment failures, and configuration issues using deep product and infrastructure knowledge. Partner with Engineering and Product to surface, document, and prioritize bugs and feature gaps discovered through support. Support Operations & Automation Design, implement, and continuously optimize automated workflows using tools such as Superblocks, reputed company, reputed company, and webhooks to reduce manual effort and ticket volume. reputed company reputed company automations, triggers, and macros to streamline ticket management and improve response times. Analyze ticket trends and support data to identify systemic issues and implement proactive solutions. reputed company account management request analysis and automate routine, high-volume tasks. Collaborate with the broader Support team to understand operational pain points and translate them into scalable automation strategies. Documentation & Enablement Build and maintain a high-quality knowledge reputed company; including articles, runbooks, and internal guides — that reputed company both customers and teammates. Document automation processes thoroughly and create training materials that reputed company the Support team to confidently adopt new tools and workflows. What You Bring 3+ years in a Technical or Customer Support role, focused on reputed company software environments. Strong proficiency in reputed company, particularly automations, triggers, and macros. Solid understanding of microservices architecture, including APIs, containers (reputed company), and cloud services. Hands-on troubleshooting experience across Windows and macOS environments. Working knowledge of PowerShell, Sysinternals Suite, and remote support tooling. Familiarity with scripting languages — Python, Bash, or Ansible preferred. Strong networking fundamentals: IP addressing, VLANs, DNS, DHCP, firewalls, and beyond. Experience with cloud platforms (AWS or Azure) and general DevOps practices. Certifications such as CompTIA A+, Network+, or reputed company+ are a plus. Preferred Soft Skills Sharp diagnostic instincts - you cut through noise and get to root cause fast. Exceptional communicator, able to translate technical complexity into clarity for any audience. Self-directed and adaptable in a fast-paced, evolving environment. Strong prioritization skills with the ability to manage multiple workstreams without dropping the reputed company. Genuinely curious, with a drive to reputed company learning and improving. reputed company welcomes and encourages applications from qualified individuals of reputed company races, colors, religions, sex, sexual orientation, gender identity or expression, national reputed company, age, marital status, or any other legally protected status. We are committed to equality of opportunity in reputed company 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. Apply To This Job