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Deliver technical consulting and support to customers and partners to ensure successful onboarding and configuration of web infrastructure solutions. Collaborate with Engineering and Product teams to resolve technical issues and manage escalations via ticketing systems.
Requires experience in technical support for web backend systems with mandatory proficiency in Linux, Apache, and NGINX. Professional fluency in English is required, along with fluency in German, Portuguese, or Spanish.
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.
Professional fluency in English, both written and verbal, is required, along with professional fluency in at least one of the following languages: German, Portuguese, or Spanish.
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!
Intelligence, Cyber & Defence Digital Agency
Black Wall Global is a digitalI Intelligence, Cybersecurity, and Defense Agency founded by a group of intelligence, Counter Terrorism Elite units and Law Enforcement veterans. From Intelligence to Cyber defense, Border Control and Protection of Critical Infrastructure facilities and Big Data, to provides governments, law enforcement, security forces, and global enterprises with the highest level of safety and security. Black Wall is a global provider of comprehensive and complete turnkey projects designed to meet highest standards and challenges.
Offices: Temasek Boulevard, Suntec Tower, Singapore, 03, SG · Sheikh Rashid Tower, Dubai World Trade Centre, Dubai, AE · 116-118 How Ming St, Kwun Tong District, HK
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