Support Engineer II

Job Description

As a Support Engineer II, you will: - Resolve escalated support cases with precision and efficiency, serving as a resource for complex technical issues. - Use Zendesk automation and other support tools to streamline workflows, optimize ticket management, and improve customer satisfaction. - Troubleshoot software issues related to microservices, APIs, and system integrations. - Collaborate with Engineering and Product teams to identify, report, and prioritize software bugs and enhancements. - Diagnose and resolve system anomalies, deployment challenges, and configuration issues using your software workflow expertise. - Analyze ticket trends and implement proactive solutions to reduce ticket volume and improve response times. - Create and maintain detailed documentation, knowledge base articles, and support resources. - Develop 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. - Work with the Support team to understand operational needs and develop automation strategies for improved operational efficiency. - Document automation processes and provide training materials to enable the Support team to effectively use new tools and procedures.

Qualifications

1. 3+ years of experience in a Technical Support or Customer Support role within complex software environments. 2. Proficiency in Zendesk, utilizing automations, triggers, and macros to optimize support workflows. 3. Strong grasp of microservices architecture, including APIs, containers (Docker), and cloud services. 4. Hands-on experience with troubleshooting methodologies. 5. Solid knowledge of Windows and macOS operating systems. 6. Prior experience with PowerShell, Sysinternals Suite, and remote support tools. 7. Familiarity with scripting languages, preferably Python, Bash, or Ansible. 8. Strong understanding of networking concepts, including IP addressing, VLANs, DNS, DHCP, and firewalls. 9. Familiarity with cloud platforms like AWS or Azure, and a solid understanding of DevOps practices. 10. Certifications such as CompTIA A+, Network+, or Security+ are desired.

Benefits

- Opportunities to work with cutting-edge technology in a collaborative environment. - Opportunities for career growth and development. - Be part of a culture that values customer-centric thinking and continuous improvement. - Comprehensive Health, Vision, Dental, and Life Insurance plans for eligible US employees. - Competitive 401k plan. - Discretionary Time Off. - Additional minor perks.