Application Support Engineer (Level 2)

Remote
Prague + 4 more
Full-time

As a trusted partner of Blackpoint Cyber, OAK'S LAB is facilitating the recruitment for this position, which will be based directly at Blackpoint.

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.

COMPANY CULTURE

On this team, we value high-quality execution, ownership, and strong morals. With us, principles are never tested, and we are proud to always do right by our customers. If you're a driven professional with a passion for learning and contributing towards the best, then Blackpoint welcomes you. Our team is energetic and collaborative, maintaining a high- performance culture and enabling growth through overcoming challenges in the modern cyber threat landscape.

ROLE SUMMARY

We are looking for an Application 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 the Level 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 the team.

RESPONSIBILITIES AND EXPECTATIONS

Resolve escalated support cases with precision and efficiency.
Utilize Zendesk automation and other tools to streamline workflows and enhance customer satisfaction.
Troubleshoot microservices, APIs, and system integrations.
Collaborate with Engineering and Product teams to identify, report, and prioritize software bugs.
Diagnose and resolve system anomalies, deployment challenges, and configuration issues.
Analyze ticket trends and implement proactive solutions to improve response times.
Maintain documentation, knowledge base articles, and support resources.
Mentor junior engineers and promote knowledge sharing.
Develop and optimize automation solutions using tools like Superblocks, n8n, Tines, and webhooks.
Automate routine account management tasks and improve operational efficiency.

REQUIREMENTS

3+ years of experience in Application Support, focused on complex software environments.
Experience working with Zendesk, including automations, triggers, and macros.
Understanding of microservices, APIs, and cloud services.
Demonstrated ability to understand and optimize support workflows to improve efficiency and customer satisfaction.
Experience troubleshooting (Windows & macOS operating systems)
Experience with PowerShell, Sysinternals Suite, and remote support tools.
Familiarity with scripting languages (Python, Bash, or Ansible preferred).
Knowledge of networking concepts (IP addressing, VLANs, DNS, DHCP, firewalls, etc.).
Experience with cloud platforms (AWS, Azure) and understanding of DevOps practices.‍
Certifications such as CompTIA A+, Network+, Security+ (nice to have).

DESIRED SOFT SKILLS

Good problem-solving skills with a knack for diagnosing complex issues quickly.
Strong customer communication skills, able to explain technical concepts to non-technical users effectively.
Highly self-motivated with the ability to work independently in a dynamic, fast-paced environment.
Ability to multi-task and manage multiple priorities with excellent time management skills.
Passionate about continuous learning and professional development.