Support Engineer II

Blackpoint Cyber

Support Engineer II at Blackpoint Cyber solving complex technical issues and enhancing support operations. Focus on automation, documentation, and customer experience while leveraging technical skills.

Posted 6/17/2026full-timeRemote • 🇦🇺 AustraliaMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

AnsibleAWSAzureCloudDNSDockerFirewallsMacOSMicroservicesPython

About the role

Key responsibilities & impact

Own complex 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.
Design, implement, and continuously optimize automated workflows using tools such as Superblocks, n8n, Tines, and webhooks to reduce manual effort and ticket volume.
Leverage Zendesk 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.
Perform 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.
Build and maintain a high-quality knowledge base; including articles, runbooks, and internal guides — that empower both customers and teammates.
Document automation processes thoroughly and create training materials that enable the Support team to confidently adopt new tools and workflows.

Requirements

What you’ll need

3+ years in a Technical or Customer Support role, focused on complex software environments.
Strong proficiency in Zendesk, particularly automations, triggers, and macros.
Solid understanding of microservices architecture, including APIs, containers (Docker), 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 Security+ are a plus.

Benefits

Comp & perks

Health, Vision, Dental, and Life Insurance plans
401k plan
Discretionary Time Off
Minor perks

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

troubleshootingmicroservicesAPIsDockerPowerShellPythonBashAnsibleAWSAzure

Soft Skills

communicationcollaborationproblem-solvinganalytical thinkingdocumentation

Certifications

CompTIA A+Network+Security+