Support Engineer

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:

• 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

What you’ll be doing:

• 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

What you bring:

• 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.

Why Join Blackwall:

• 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.

We are committed to creating a diverse and inclusive environment and encourage all applicants to apply for our roles. We actively value and seek diverse talent!

Learn more about us at: https://blackwall.com