Support Engineer II

This is a fully remote position, open to applicants in Australia.

📋 Description

• Take ownership of complex escalations from Tier 1, effectively resolving cases with precision, speed, and clear communication to the customer.

• Troubleshoot and address software issues across microservices, APIs, and system integrations.

• Diagnose system anomalies, deployment failures, and configuration problems using extensive product and infrastructure knowledge.

• Collaborate with Engineering and Product teams to identify, document, and prioritize bugs and feature gaps uncovered through support interactions.

• Design, implement, and continuously enhance automated workflows utilizing tools such as Superblocks, n8n, Tines, and webhooks to minimize manual effort and reduce ticket volume.

• Utilize Zendesk automations, triggers, and macros to improve ticket management efficiency and response times.

• Analyze ticket trends and support data to detect systemic issues and implement proactive solutions.

• Conduct account management request analysis and automate routine tasks that are high in volume.

• Work with the wider Support team to identify operational challenges and translate them into scalable automation strategies.

• Develop and maintain a high-quality knowledge base, which includes articles, runbooks, and internal guides that empower both customers and team members.

• Thoroughly document automation processes and create training materials that equip the Support team to confidently adopt new tools and workflows.

⛳️ Requirements

• Over 3 years of experience in a Technical or Customer Support role, with a focus on complex software environments.

• Strong expertise in Zendesk, specifically with automations, triggers, and macros.

• Comprehensive understanding of microservices architecture, including APIs, containers (Docker), and cloud services.

• Practical troubleshooting experience in both Windows and macOS environments.

• Familiarity with PowerShell, Sysinternals Suite, and remote support tools.

• Knowledge of scripting languages—preferably Python, Bash, or Ansible.

• Strong foundational knowledge of networking concepts: IP addressing, VLANs, DNS, DHCP, firewalls, and more.

• Experience with cloud platforms (AWS or Azure) and general DevOps practices.

• Certifications such as CompTIA A+, Network+, or Security+ are a plus.

🏝️ Benefits

• Health, Vision, Dental, and Life Insurance plans

• 401k plan

• Discretionary Time Off

• Minor perks