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.
Mentor and train junior engineers, enhancing overall team competency and knowledge sharing.
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.

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.
Extensive experience with troubleshooting methodologies.
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.
Certifications such as CompTIA A+, Network+, Security+ (desired).

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
Competitive Health, Vision, Dental, and Life Insurance plans for eligible employees in the US.
Robust 401k plan.
Discretionary Time Off.
Other minor perks.

Support Engineer II

Key skills