Responsibilities
- 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, knowledge base articles, and support resources.
- Learn, Develop, implement, and optimize automated solutions to enhance technical support operations, using automation software like superblocks, n8n, tines, and webhooks.
- Perform account management request analysis and automate routine and manual tasks.
- Collaborate closely with the Support team to understand operational needs and develop automation strategies that improve operational efficiency.
- Document automation processes and provide comprehensive training materials to enable the Support team to effectively use new tools and procedures.
Requirements
- 3+ years of experience in a Technical Support or Customer Support role, with a focus on complex software environments.
- 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.
- Experience with troubleshooting methodologies, including: Knowledge of Windows and macOS operating systems.
- Experience with PowerShell, Sysinternals Suite, and remote support tools.
- Familiarity with scripting languages (Python, Bash, or Ansible preferred).
- Strong grasp of networking concepts (IP addressing, VLANs, DNS, DHCP, firewalls, etc.).
- Experience with cloud platforms (AWS, Azure) and understanding of DevOps practices.
- Demonstrated ability to understand and optimize support workflows to improve efficiency and customer satisfaction.
Nice to Have
- Certifications such as CompTIA A+, Network+, Security+ (desired).
Benefits
- Work with cutting-edge technology in a collaborative and innovative environment.
- Opportunities for career growth and development.
- A culture that values customer-centric thinking and continuous improvement.
- 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.
