International Cybersecurity Recruitment Consultant
2nd Line Technical Support Engineer – Remote in the UK, Ireland, Portugal, or Spain
We are looking for an experienced 2nd line Support Engineer with a strong background working with Zendesk Automation and Microservices Troubleshooting. You’ll be working on solutions to a variety of technical issues, providing top quality support to stakeholders across the globe, and supporting with automation improvements.
Responsibilities of the Role:
* Handle escalations from the first line support function, resolving complex technical issues at speed
* Using Zendesk automation to streamline workflows and optimise ticket management
* Troubleshoot software related issues focusing on Microservices, APIs and system integration
* Work closely with the Engineering and Product teams to discover, report, and prioritise software bugs and enhancements while utilising your experience to resolve deployment challenges, and configuration issues
* Identifying ticket trends with a view to undertaking proactive work or training to reduce volume, or improve response times
* Create, maintain, and develop detailed documentation for support resources
* Act as a mentor to junior team members helping to develop their skills
* Learn, Develop, implement, and optimize automated solutions to enhance technical support operations, using automation software like superblocks, n8n, tines, and webhooks.
Skills and Experience:
* Significant 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
* 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.)
* Certifications such as CompTIA A+, Network+, Security+ (preferred)
Seniority level: Not Applicable
Employment type: Full-time
Job function: Information Technology
Industries: IT Services and IT Consulting and Computer and Network Security
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