Support Engineer II

• Resolve complex technical issues and escalated support cases
• Use Zendesk automation and support tools to streamline workflows and optimize ticket management
• Troubleshoot software issues involving microservices, APIs, and system integrations
• Collaborate with Engineering and Product teams on software bugs and enhancements
• Diagnose system anomalies, deployment challenges, and configuration issues
• Analyze ticket trends and implement proactive solutions to reduce ticket volume and improve response times
• Create and maintain documentation, knowledge base articles, and support resources
• Mentor and train junior engineers
• Develop, implement, and optimize automated support solutions using Superblocks, n8n, Tines, and webhooks
• Analyze account management requests and automate routine and manual tasks
• Develop automation strategies with the Support team
• Document automation processes and provide training materials

• 3+ years of experience in a Technical Support or Customer Support role, with a focus on complex software environments
• Proficiency in Zendesk, especially automations, triggers, and macros
• Strong understanding of microservices architecture, including APIs, Docker containers, and cloud services
• Knowledge of Windows and macOS operating systems
• Experience with PowerShell, Sysinternals Suite, and remote support tools
• Strong grasp of networking concepts, including IP addressing, VLANs, DNS, DHCP, and firewalls
• Familiarity with Python, Bash, or Ansible preferred
• Experience with AWS or Azure and understanding of DevOps practices
• Ability to understand and optimize support workflows
• CompTIA A+, Network+, or Security+ certifications desired

• For eligible employees in the US: Health, Vision, Dental, and Life Insurance plans
• Robust 401k plan
• Discretionary Time Off
• Other minor perks
• International employees: competitive benefits in accordance with local market standards and applicable country requirements
• Equity participation available to employees globally, with program details varying by location and employment structure