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Added 3 mins ago
Intermediate / Senior Mechanical Engineer
EXP
London, ON
Full-time
Be our next Intermediate / Senior Mechanical Engineer!
Added 3 mins ago
Project Engineer/Electrical Engineer
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London, ON
Full-time
Be our next Project Engineer / Electrical Engineer!
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Full-time
Advanced CAD tools for the design, layout, simulation, and verification of the analog blocks plus scripting work for IC design and validation automation using Python, Skill, TCL, etc.
Added 33 mins ago
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Advanced CAD tools for the design, layout, simulation, and verification of the analog blocks plus scripting work for IC design and validation automation using Python, Skill, TCL, etc.
Added 33 mins ago
Data Engineer
UniSysTech Consulting
Toronto, ON · Greater Toronto Area, Canada
$70 to $80 CAD / hour
Contract
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Blackpoint Cyber

Support Engineer III

Remote, Canada

Pay: $81,600 to $102,000 CAD / year
Job type: Full-time
Workplace: Remote
Experience: 5+ years of experience in a Technical Support or Customer Support role, with a focus on complex software environments.
Posting language: English
Posted: Sep 23, 2026

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Original 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.

The Role

We are looking for a Support Engineer III with experience in software technical support, particularly in environments utilizing Zendesk automation and complex software workflows. This is a hybrid role: you'll provide expert-level technical assistance to our customers while also building and optimizing the automation and processes that power our support operations.

You will be responsible for handling complex issues escalated from Tier 1 and Tier 2 teams, requiring a deep understanding of our software, underlying microservices, and support tools. If you're passionate about delivering exceptional customer service, solving intricate technical problems, and are skilled in support automation, we want you on our team.

This role can be based anywhere in Canada on a remote basis.

Responsibilities and Expectations

Technical Support

Serve as an expert resource for complex technical issues, resolving escalated support cases with precision and efficiency.

Troubleshoot and resolve software issues, focusing on microservices, APIs, and system integrations.

Leverage your expertise in software workflows to diagnose and resolve system anomalies, deployment challenges, and configuration issues.

Collaborate with the Engineering and Product teams to identify, report, and prioritize software bugs and enhancements.

Analyze ticket trends and use data to implement proactive solutions, reducing ticket volume and improving response times.

Create and maintain detailed documentation, knowledge base articles, and support resources.

Mentor and train junior engineers, enhancing overall team competency and knowledge sharing.

Drive continuous improvement initiatives to optimize the customer support journey.

Support Operations & Automation

Utilize Zendesk automation and other support tools to streamline workflows, optimize ticket management, and enhance customer satisfaction.

Develop, implement, and optimize automated solutions to enhance technical support operations, using tools like Superblocks, n8n, Tines, and webhooks.

Perform account management request analysis and automate routine and manual tasks.

Collaborate closely with the Support team to understand operational needs and develop automation strategies that improve operational efficiency.

Document automation processes and provide comprehensive training materials to enable the Support team to effectively use new tools and procedures.

Key Skills and Experience

5+ years of 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.

Strong troubleshooting methodology across the following areas:

Advanced knowledge of Windows, macOS, and Linux operating systems.

Experience with PowerShell, Sysinternals Suite, and remote support tools.

Familiarity with scripting languages (Python, Bash, or Ansible - one or more preferred).

Strong grasp of networking concepts (IP addressing, VLANs, DNS, DHCP, firewalls, etc.).

Experience with cloud platforms (AWS, Azure) and understanding of DevOps practices.

Demonstrated ability to understand and optimize support workflows to improve efficiency and customer satisfaction.

Certifications such as CompTIA A+, Network+, or Security+ are a plus, but not required.

Desired Soft Skills

Exceptional problem-solving skills with a knack for diagnosing complex issues quickly.

Strong customer communication skills, able to explain technical concepts to non-technical users effectively.

Highly self-motivated with the ability to work independently in a dynamic, fast-paced environment.

Ability to multi-task and manage multiple priorities with excellent time management skills.

Passionate about continuous learning and professional development.

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. International employees receive competitive benefits in accordance with local market standards and applicable country requirements.

Blackpoint believes all employees should share in the company’s success – equity participation is available to employees globally, with program details varying by location and employment structure.

Apply About employer

More about this job

Responsibilities

The Support Engineer III will provide expert-level technical assistance for complex escalated issues while developing and optimizing support automation workflows. They will collaborate with engineering teams to resolve software bugs and mentor junior staff to improve overall team competency.

Requirements

Candidates must have at least 5 years of experience in technical support within complex software environments and proficiency in Zendesk automation. A strong understanding of microservices, cloud platforms, and various operating systems is required for this role.

Skills

Zendesk
Technical Support
Microservices
APIs
Automation
Troubleshooting
Windows
MacOS
Linux
PowerShell
Python
Bash
Ansible
Networking
AWS
Azure

Benefits

Health Insurance
Vision Insurance
Dental Insurance
Life Insurance
401k Plan
Discretionary Time Off
Equity Participation

Remote locations

Canada

Remote locations (standardized)

Canada

Visa sponsorship

Not detected in the job text

Keywords

Cybersecurity
Threat Hunting
Zendesk
Microservices
APIs
Automation
Superblocks
n8n
Tines
Webhooks
Docker
Cloud Services
PowerShell
Sysinternals Suite
Python
Bash
Ansible
Networking
VLANs
DNS
DHCP
Firewalls
AWS
Azure
DevOps
CompTIA A+
Network+
Security+

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