Role overview

Qualifications

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

Responsibilities

Own complex escalations from Tier 1, resolving cases with precision, speed, and clear communication back to the customer
Troubleshoot and resolve software issues across microservices, APIs, and system integrations
Design, implement, and continuously optimize automated workflows using tools such as Superblocks, n8n, and Tines
Build and maintain a high-quality knowledge base, including articles, runbooks, and internal guides

Key facts

Remote from: Australia
Full time
Mid-level (2-5 years)
Technical Support Engineer
English

Hard skills

Zendesk Microservices Windows PowerShell Sysinternals Remote Technical Support Firewall DevOps Personal Security

Other skills

Troubleshooting (Problem Solving)
Communication
Adaptability
Prioritization
Problem Solving

About the company

Blackpoint Cyber

Cybersecurity

Blackpoint Cyber is a technology-focused cybersecurity company headquartered in Maryland, USA. The company was established by former US Department of Defense and Intelligence security experts and leverages its real-world cyber experience and knowledge of malicious tradecraft to help MSPs safeguard their infrastructure and operations. Offering the only world-class, nation state-grade cybersecurity ecosystem, Blackpoint serves the MSP community using its own proprietary security operations and incident response platform, SNAP-Defense, which is available as a product or as a True Managed Detection and Response (MDR) service. Blackpoint not only detects breaches earlier than any other solution on the market, but its dedicated MDR security analysts work 24/7 to combine network visualization, insider threat monitoring, anti-malware, traffic analysis, and endpoint security in one rapidly deployed service to monitor and detain threats before it's too late. In addition to its MDR services, Blackpoint is launching LogIC, its new logging with integrated compliance service to help MSPs and their clients satisfy cyber compliance requirements, including assessments and audits. With simple push-button setup, LogIC’s hyper-efficient logging architecture and self-service web application allows you to generate compliance reports and manage all aspects of event and log collection. Streamline how you prepare for audits and know exactly where you are already covered without compromising your security posture. Blackpoint Cyber continues to work hard to deliver an end-to-end, effective cybersecurity ecosystem to the MSP community. The mission? Provide absolute, unified detection and response services for MSPs of all sizes to combat a constantly changing threat landscape. We’re winning the unfair fight. Are you? Learn more at www.blackpointcyber.com.

Company details

Company typeScaleup

IndustryCybersecurity

Company size51 - 200

Links

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Job description

Blackpoint Cyber is the leading provider of world-class cybersecurity threat hunting, detection and remediation technology. Founded by former National Security Agency (NSA) cyber operations experts who applied their learnings to bring national security-grade technology solutions to commercial customers around the world, Blackpoint Cyber is in hyper-growth mode, fueled by a recent $190m series C round.

We’re looking for a Tier 2 Support Engineer who thrives on solving complex technical problems and building smarter support systems. In this role, you’ll serve as the technical escalation point for our Tier 1 team, driving resolution of our most challenging customer issues while continuously improving the systems and workflows that power our support operations. If you’re as comfortable diagnosing microservice failures as you are automating ticket workflows and you care deeply about the customer experience — we want to hear from you.

Responsibilities

Technical Support & Escalation

Own complex escalations from Tier 1, resolving cases with precision, speed, and clear communication back to the customer.

Troubleshoot and resolve software issues across microservices, APIs, and system integrations.

Diagnose system anomalies, deployment failures, and configuration issues using deep product and infrastructure knowledge.

Partner with Engineering and Product to surface, document, and prioritize bugs and feature gaps discovered through support.

Support Operations & Automation

Design, implement, and continuously optimize automated workflows using tools such as Superblocks, n8n, Tines, and webhooks to reduce manual effort and ticket volume.

Leverage Zendesk automations, triggers, and macros to streamline ticket management and improve response times.

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

Perform account management request analysis and automate routine, high-volume tasks.

Collaborate with the broader Support team to understand operational pain points and translate them into scalable automation strategies.

Documentation & Enablement

Build and maintain a high-quality knowledge base; including articles, runbooks, and internal guides — that empower both customers and teammates.

Document automation processes thoroughly and create training materials that enable the Support team to confidently adopt new tools and workflows.

What You Bring

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, and beyond.

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

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

Preferred Soft Skills

Sharp diagnostic instincts - you cut through noise and get to root cause fast.

Exceptional communicator, able to translate technical complexity into clarity for any audience.

Self-directed and adaptable in a fast-paced, evolving environment.

Strong prioritization skills with the ability to manage multiple workstreams without dropping the ball.

Genuinely curious, with a drive to keep learning and improving.

Blackpoint Cyber welcomes and encourages applications from qualified individuals of all races, colors, religions, sex, sexual orientation, gender identity or expression, national origin, age, marital status, or any other legally protected status. We are committed to equality of opportunity in all aspects of employment. For eligible employees in the US, Blackpoint offers competitive Health, Vision, Dental, and Life Insurance plans, a robust 401k plan, Discretionary Time Off, and other minor perks.