Support Engineer II

Blackpoint Cyber, Inc.

Job Overview

Location

Remote - Australia

Job Type

Full-time

Full Job Description

📋 Description

• As a Support Engineer II at Blackpoint Cyber, you will serve as the technical escalation point for Tier 1 support, resolving complex customer issues while improving support systems and workflows in a high-growth cybersecurity company founded by former NSA experts.
• Day to day, you will own and resolve Tier 1 escalations involving microservices, APIs, and system integrations; troubleshoot software and configuration issues; partner with Engineering and Product to surface bugs; design and optimize automated workflows using tools like Superblocks, n8n, Tines, and Zendesk; analyze ticket trends to drive proactive solutions; and build and maintain a high-quality knowledge base and training materials for the support team.
• Blackpoint Cyber is a remote-first, hyper-growth cybersecurity provider delivering national security-grade threat hunting, detection, and remediation technology to commercial customers worldwide, backed by a $190M Series C round and founded by NSA cyber operations experts.
• In this role, you will deepen your expertise in microservices, cloud platforms (AWS/Azure), automation, and enterprise support operations while developing leadership skills in technical problem-solving, process improvement, and cross-functional collaboration—positioning you for growth into senior technical or support leadership roles.

🎯 Requirements

• 3+ years in a Technical or Customer Support role focused on complex software environments
• Strong proficiency in Zendesk, particularly automations, triggers, and macros
• Solid understanding of microservices architecture, including APIs, containers (Docker), and cloud services
• Hands-on troubleshooting experience across Windows and macOS environments
• Working knowledge of PowerShell, Sysinternals Suite, and remote support tooling
• Familiarity with scripting languages — Python, Bash, or Ansible preferred
• Strong networking fundamentals: IP addressing, VLANs, DNS, DHCP, firewalls
• Experience with cloud platforms (AWS or Azure) and general DevOps practices

🏖️ Benefits

• Competitive Health, Vision, Dental, and Life Insurance plans (for eligible US employees)
• Robust 401k plan
• Discretionary Time Off
• Opportunity to work with national security-grade cybersecurity technology
• Remote work flexibility (based in Australia)
• Culture of equality and inclusion with commitment to diversity in hiring

Skills & Technologies

Python

AWS

Azure

Docker

Remote

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Blackpoint Cyber, Inc.

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About Blackpoint Cyber, Inc.

Blackpoint Cyber provides managed detection and response (MDR) and network security services to small and midsize businesses and managed service providers. The company combines a proprietary cloud-native security platform with 24/7 analyst-led monitoring to identify, contain, and remediate threats in real time. Core offerings include endpoint detection and response, network traffic analysis, lateral movement detection, and incident response. Founded in 2014 by former U.S. government cyber operators, Blackpoint focuses on reducing dwell time, minimizing business disruption, and delivering actionable threat intelligence to organizations lacking in-house security teams.

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