What are the responsibilities and job description for the Support Engineer position at Blackwall?
Blackwall is an AI-enabled security and web infrastructure company dedicated to safeguarding web ecosystems from automated threats.
Deployed across 2.3M websites and applications, GateKeeper, the company’s flagship product, is trusted by 100 service & hosting partners globally to enhance performance, reduce operational costs, and maximize revenue by protecting SMB customers worldwide against emerging threats with simplicity, affordability, and scalability.
We’re looking for a Support Engineer to deliver high-quality technical assistance to customers, partners, and internal teams. You’ll work closely with Engineering, Product, and Customer Success to ensure smooth technical operations, resolve issues efficiently. This role combines hands-on support, technical consulting, and cross-team collaboration to help customers get the most value from our products.
Role Details:
Learn more about us at: https://blackwall.com
Deployed across 2.3M websites and applications, GateKeeper, the company’s flagship product, is trusted by 100 service & hosting partners globally to enhance performance, reduce operational costs, and maximize revenue by protecting SMB customers worldwide against emerging threats with simplicity, affordability, and scalability.
We’re looking for a Support Engineer to deliver high-quality technical assistance to customers, partners, and internal teams. You’ll work closely with Engineering, Product, and Customer Success to ensure smooth technical operations, resolve issues efficiently. This role combines hands-on support, technical consulting, and cross-team collaboration to help customers get the most value from our products.
Role Details:
- Role reports to: Head of Technical Support
- Engagement type: Employment contract options are available in the UK, Spain, Germany, and Estonia — with freelance/contractor arrangements in the rest of the world.
- Location: Remote
- Compensation: Paid position; rate depends on experience and location
- Deliver technical consulting to customers and partners to support successful onboarding, configuration, and usage of our solutions.
- Provide ongoing technical support services, troubleshooting issues, and ensuring timely resolution.
- Work with ticketing system, monitor and respond to alerts, manage escalations and communication with other technical and sales teams
- Assist PreSales TechOps and other technical teams on architecture, deployment and best practices
- Experience in technical support, customer engineering, or a similar client-facing technical role.
- Strong troubleshooting and problem-solving skills with the ability to quickly diagnose issues.
- Experience supporting web backend systems.
- Basic Linux command line experience is a must.
- Understanding of Apache and NGINX web servers is a must.
- Working knowledge of hosting panels (cPanel/WHM, Plesk, etc.) is a plus.
- Experience with ModSecurity is a plus.
- Experience with Atlassian software stack is a plus.
- Fluency in written and spoken English (other languages are a plus).
- Ability to work collaboratively with engineering, product, and customer-facing teams.
- Comfortable working in a remote, fast-paced, and international environment.
- Be part of a fast-growing cybersecurity company backed by leading European investors.
- Work fully remote with a distributed team across Europe, APAC, and the Americas.
- Collaborate with experts in cybersecurity, infrastructure, and AI-driven innovation.
- Contribute directly to how millions of websites stay protected and perform better every day.
- Join a team that values clarity, accountability, and human connection over hierarchy.
Learn more about us at: https://blackwall.com