Support Engineer
CA$81,500 – CA$102,000 / yr base salary
Posted 23 Sep 2026
Advertised as “Support Engineer III”
BranchFactor Summary
The original posting with the fluff stripped out
- Level
- III
- Management level
- People management
- Employment
- Remote
- Contract
- Full-time
| Base salary | CA$81,500 – CA$102,000 / yr |
|---|
CertificationsCompTIA A+
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
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Serve as an expert resource for complex technical issues, resolving escalated support cases with precision and efficiency.
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Troubleshoot and resolve software issues, focusing on microservices, APIs, and system integrations.
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Leverage your expertise in software workflows to diagnose and resolve system anomalies, deployment challenges, and configuration issues.
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Collaborate with the Engineering and Product teams to identify, report, and prioritize software bugs and enhancements.
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Analyze ticket trends and use data to implement proactive solutions, reducing ticket volume and improving response times.
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Create and maintain detailed documentation, knowledge base articles, and support resources.
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Mentor and train junior engineers, enhancing overall team competency and knowledge sharing.
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Drive continuous improvement initiatives to optimize the customer support journey.
Support Operations & Automation
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Utilize Zendesk automation and other support tools to streamline workflows, optimize ticket management, and enhance customer satisfaction.