SupportEngineerII(Bilingual)

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.  What You'll Do: We are looking for a Senior Tier 2 Support Engineer with experience in software technical support, particularly in environments utilizing Zendesk automation and complex software workflows. This role involves providing expert-level technical assistance to our customers while also optimizing our support processes and ensuring seamless customer interactions. You will be responsible for handling complex issues escalated from Tier 1 team, requiring a good 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. Fluency in English and Spanish is required. Responsibilities and Expectations: • Serve as a resource for complex technical issues, resolving escalated support cases with precision and efficiency. • Utilize Zendesk automation and other support tools to streamline workflows, optimize ticket management and enhance customer satisfaction. • Troubleshoot and resolve software issues, focusing on microservices, APIs, and system integrations. • Collaborate with the Engineering and Product teams to identify, report, and prioritize software bugs and enhancements. • Leverage your expertise in software workflows to diagnose and resolve system anomalies, deployment challenges, and configuration issues. • Analyze ticket trends and use data to implement proactive solutions, reducing ticket volume and improving response times. • Create and maintain detailed documentation, knowledg