Support Engineer II

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. As an IT Support Engineer, you'll help keep the core IT infrastructure running that our whole workforce depends on. This is a hands-on role supporting a modern, cloud-first environment; endpoints, identity, SaaS platforms, and automation - so our distributed team stays productive, secure, and connected. You'll use modern SaaS and MDM tools to support our cloud-forward workplace, from onboarding new hires and provisioning equipment to keeping our secure endpoints up and running. You'll join a small IT team supporting around 230 people, which makes this a great fit for a mid-level engineer who likes variety, enjoys solving problems, and wants real ownership over the systems and processes they touch. This role will be based out of Australia, on a remote basis. Key Responsibilities - Provide escalated technical support for laptops, SaaS applications, availability, and identity-related issues across the environment - Handle IT onboarding and offboarding; device provisioning, access management - while building systems that run smoothly without needing IT to step in every time - Manage hardware inventory, warranties, and refresh cycles using MDM platforms like Microsoft Intune and Jamf - Drive automation and scripting projects from idea to execution, improving efficiency and consistency across our systems and integrations - Manage and continuously improve secure access across identity and access technologies such as Microsoft Entra, Auth0, AWS VPN, and 1Password - Build and maintain clear operational playbooks and documentation for the processes and automations you create - Log work, incidents, and changes in Jira Service Management - Serve as an escalation point for the team on complex issues, and document solutions so future issues can be resolved without escalation - Spot patterns in recurring issues and propose improvements to how the team works What You Can Expect - A remote-first environment with teammates around the world - A small team where your work is visible and your input matters - A daytime-focused schedule, with occasional after-hours support - Clear ways to get help - email, online forms, and Microsoft Teams - Exposure to modern tooling and room to grow Who Thrives in This Role - Someone ready to take ownership beyond entry-level support - Comfortable moving across different technologies and tools - A strong, independent problem-solver - A clear communicator with a service-first mindset - Always looking for ways to improve a process - Energized by a remote, accountable environment Qualifications - 6+ years of IT experience, including at least 3 years in systems administration - Experience supporting both macOS and Windows - Hands-on administration experience with Microsoft 365 and Azure Active Directory/Entra ID, plus working knowledge of collaboration platforms like Slack, Google Workspace, and Zoom - Familiarity with IAM concepts such as SSO, MFA, ZTNA, PAM/JIT, and IdP - Experience with MDM platforms, along with scripting knowledge in PowerShell, shell scripting, and/or Python - Exposure to ticketing systems and RPA tools - Understanding of the ITIL framework - A track record of delivering support people appreciate. 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.

• Demonstrate cloud‑first expertise with the exact tools they use: Highlight hands‑on experience with AWS/GCP, Azure AD, Okta, Jamf or Microsoft Endpoint Manager, and SaaS ticketing platforms (e.g., ServiceNow, Jira Service Management). In your resume and interview, cite specific incidents where you deployed, troubleshooted, or automated these services in a remote environment.
• Show a track record of automating support workflows: Prepare a short portfolio (GitHub repo or PDF) of scripts or Playbooks you built with PowerShell, Python, or Terraform to provision devices, enforce MDM policies, or reset identities. Walk the interviewers through the problem, the code, and the measurable impact (time saved, error reduction).
• Emphasize security‑mindset aligned with Blackpoint’s mission: Reference any experience with SOC tools, threat‑hunting alerts, or incident response (e.g., Splunk, Cortex XDR, or internal threat detection). Explain how you balanced rapid user support with preserving forensic integrity—something the NSA‑founders will value.
• Prepare STAR stories that reflect hyper‑growth resilience: Blackpoint is scaling fast, so interviewers will probe how you handled sudden spikes in tickets, onboarding bursts, or major infrastructure migrations. Craft concise STAR (Situation‑Task‑Action‑Result) anecdotes that show you kept service levels >95% while the team expanded.
• Research and negotiate a region‑adjusted compensation package: Use sites like Glassdoor, Payscale, and the recent $190M Series C press release to benchmark the Support Engineer II salary for Australian remote roles (typically AU$95‑115k + equity). When an offer arrives, ask for a blend of base + performance‑based bonus + RSU grant, citing your automation contributions and the company’s growth trajectory.