Support Engineer II - India

📋 Description

• • As a Support Engineer II at Blackpoint Cyber, you will play a critical role in delivering expert-level technical support for the company’s industry-leading cybersecurity threat hunting, detection, and remediation platform, directly contributing to customer satisfaction and the reliability of national security-grade technology solutions used by commercial clients worldwide.
• • You will serve as a senior technical resource responsible for resolving complex, escalated support cases, optimizing support workflows through automation, and collaborating with engineering and product teams to improve product quality and customer experience.
• • Day-to-day responsibilities include: handling Tier 1 escalations involving intricate software issues; utilizing Zendesk automation (triggers, macros, workflows) to streamline ticket management and enhance response efficiency; troubleshooting software problems related to microservices, APIs, and system integrations; collaborating with Engineering and Product teams to identify, report, and prioritize bugs and feature enhancements; diagnosing system anomalies, deployment challenges, and configuration issues using deep knowledge of software architectures; analyzing ticket trends to implement proactive solutions that reduce volume and improve response times; creating and maintaining comprehensive documentation, knowledge base articles, and support resources; mentoring and training junior engineers to strengthen team competency and knowledge sharing; developing and implementing automated solutions using tools like Superblocks, n8n, Tines, and webhooks to optimize support operations; performing account management request analysis and automating routine manual tasks; collaborating with the Support team to understand operational needs and design automation strategies that boost efficiency; documenting automation processes and delivering training materials to ensure team adoption of new tools and procedures.
• • Blackpoint Cyber is a high-growth cybersecurity leader founded by former NSA cyber operations experts, now serving global commercial clients with advanced threat detection and remediation technology. The company recently secured a $190M Series C funding round and is expanding rapidly, offering a mission-driven environment where technical excellence and innovation are paramount. The Support Engineering team operates at the forefront of customer success, ensuring seamless experiences with complex security platforms.
• • In this role, you will deepen your expertise in enterprise software support, automation engineering, and cloud-native systems while gaining hands-on experience with microservices, DevOps practices, and enterprise-grade cybersecurity technology. You will develop leadership and mentoring abilities, influence product improvements through customer feedback, and build a strong foundation for advancement into senior technical, automation, or team lead roles within a fast-growing, innovative cybersecurity organization.