Blackpoint Cyber - Director, Technical Support
Requirements
• 8+ years in technical support, with at least 5 years in a senior leadership role • Direct experience in cybersecurity, SaaS, or managed services environments demonstrated understanding of the stakes when a customer’s security posture is at risk. • Proven track record building and scaling technical support organizations in high-growth technology companies. • Strong data fluency: ability to design, read, and communicate from operational dashboards; experience using support analytics to drive cross-functional decisions. • Deep familiarity with support tooling (e.g., Zendesk, Salesforce, Jira) including hands-on experience deploying AI features within those platforms Zendesk AI or equivalent agentic support tools and governing their performance in production. • Demonstrated ability to operate at multiple altitudes, engaged in technical escalations one hour, presenting to the executive team the next, without losing effectiveness at either level. • Excellent written and verbal communication skills; proven ability to translate complex technical issues into clear, executive-level summaries and partner-facing communications. • Proven track record of managing multiple priorities and delivering results in high-growth, fast-paced environments. • Hands-on experience deploying AI-powered support triage, automated resolution workflows, or deflection tools with measurable outcomes on deflection rate, MTTR, or SLA compliance. • Experience using AI-driven ticket pattern analytics to surface recurring issues to Product and Engineering reducing support demand at source rather than managing it more efficiently. • Familiarity with AI governance requirements in enterprise support environments: permission enforcement, audit trails, escalation trigger design, and data handling compliance (SOC 2, GDPR, HIPAA where relevant). • Experience leading change management for AI adoption within a support team helping engineers transition from Tier-1 ticket handlers to AI supervisors, edge case resolvers, and knowledge curators. • Experience supporting an MDR, EDR, or SOC. • Familiarity with the MSP channel and the dynamics of supporting partners who serve hundreds of end customers. • Experience building or operating 24/7 support coverage models, including AI-assisted follow-the-sun or always-on deflection for after-hours partner support. • CISSP, CISM, CompTIA Security+, or equivalent cybersecurity certifications. • Familiarity with ITSM frameworks (ITIL v4) as they apply to AI-assisted operations: incident classification, knowledge management, and continual improvement. • 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.
Responsibilities
• Strategy & Execution: In conjunction with VP Customer Growth, define and drive the multi-year vision and roadmap for the Technical Support function, including the phased deployment of AI triage agents, automated Tier-1 resolution tools, and self-service capabilities, translating business objectives into measurable team-level goals and operational plans. • Strategy & Execution: • Operational Ownership: Own all support KPIs end-to-end, including NPS, MTTR, first contact resolution, escalation rate, and SLA adherence, alongside the development of new AI-era metrics: ticket deflection rate, Tier-1 automation rate, self-service resolution rate, and knowledge base coverage rate, with direct accountability for outcomes. • Operational Ownership: • People Leadership: Recruit, develop, and retain a high-performing team of technical support engineers and team leads; define clear career paths, conduct regular coaching and performance reviews, and foster a culture of ownership and continuous improvement. Build data literacy as a core team competency, coaching support engineers to work alongside AI tools as partners, not replacements. • People Leadership: • Cross-Functional Partnership: Serve as a voice of the customer internally, converting support patterns and field intelligence into actionable feedback loops with Product, Engineering, and Customer Success. Use AI-derived ticket clustering and sentiment analysis to translate high-volume signals into prioritized product input, moving from anecdotal feedback to data-led influence. • Cross-Functional Partnership: • Incident Response Coordination: Oversee the support team’s role during critical security incidents affecting MSP partners, ensuring rapid escalation, clear partner communication, and tight coordination with internal technical teams. Define and enforce human-in-the-loop protocols for AI-assisted workflows during incidents, ensuring agents escalate correctly, and governance controls hold under pressure. • Incident Response Coordination: • Process & Tooling Optimization: Continuously evaluate and improve support workflows, escalation paths, and tooling (e.g., Zendesk, Zendesk AI, Salesforce , Jira) to increase resolution velocity and scale the team efficiently. Champion the adoption of agentic support tools from AI-powered triage and auto-resolution to LLM-assisted knowledge base maintenance and QA automation. • Process & Tooling Optimization: • Knowledge Base Governance: Build and maintain a continuously improving knowledge base using AI gap detection to identify missing or outdated articles from unresolved ticket patterns and auto-draft new content for human review. • Knowledge Base Governance: • AI Triage & Automated Resolution Ownership: Deploy and govern AI-powered ticket triage agents and automated Tier-1 resolution workflows, targeting ~30% deflection of structured, repeatable tickets without human involvement. • AI Triage & Automated Resolution Ownership: • AI Governance & Compliance: In coordination with Blackpoint’s compliance team, establish governance standards for AI use in the support function, permission enforcement, complete audit trails, escalation triggers, and data handling controls that meet Blackpoint’s security and compliance standards. • AI Governance & Compliance: • Dashboard & Data Intelligence: Design, maintain, and evangelize real-time operational dashboards that surface team health and performance metrics; share insights cross-functionally with Engineering, Product, and Senior Leadership to drive informed decision-making. Leverage AI-generated pattern detection to identify recurring ticket clusters, surface product defects, and proactively reduce support demand at its source. • Dashboard & Data Intelligence: • Executive Reporting: Present support performance metrics, trend analysis, and strategic initiatives to senior leadership on a regular cadence; translate complex operational data into clear, executive-level narratives. Include AI performance dashboards showing deflection rates, automation coverage, and ROI of AI investment in the function. • Executive Reporting:
Benefits
• Base range $167.2K – $213K • Offers Equity • Offers Bonus • The above sets forth the annual base salary range in USD for this role exclusive of any discretionary bonus that may be awarded. Actual compensation will be based on an assessment of factors including the successful candidate’s location, experience, skill, and other job-related factors. • Upload your resume here to autofill key application fields. • Drop your resume here! • Parsing your resume. Autofilling key fields... • or drag and drop here • Another Gender Identity • I prefer not to answer • Asian or Asian American • Black or African American • Hispanic or Latine • Indigenous or Native American • Native Hawaiian or Other Pacific Islander • Person with disability • Refugee or immigrant • None of the above • Decline to self-identify • Hispanic or Latino - A person of Cuban, Mexican, Puerto Rican, South or Central American, or other Spanish culture or origin regardless of race. • Hispanic or Latino • White (Not Hispanic or Latino) - A person having origins in any of the original peoples of Europe, the Middle East, or North Africa. • White • Black or African American (Not Hispanic or Latino) - A person having origins in any of the black racial groups of Africa. • Native Hawaiian or Other Pacific Islander (Not Hispanic or Latino) - A person having origins in any of the peoples of Hawaii, Guam, Samoa, or other Pacific Islands. • Asian (Not Hispanic or Latino) - A person having origins in any of the original peoples of the Far East, Southeast Asia, or the Indian Subcontinent, including, for example, Cambodia, China, India, Japan, Korea, Malaysia, Pakistan, the Philippine Islands, Thailand, and Vietnam. • Asian • American Indian or Alaska Native (Not Hispanic or Latino) - A person having origins in any of the original peoples of North and South America (including Central America), and who maintain tribal affiliation or community attachment. • American Indian or Alaska Native • Two or More Races (Not Hispanic or Latino) - All persons who identify with more than one of the above five races. • Two or More Races • Hispanic or Latino • White (Not Hispanic or Latino) • Black or African American (Not Hispanic or Latino) • Native Hawaiian or Other Pacific Islander (Not Hispanic or Latino) • Asian (Not Hispanic or Latino) • American Indian or Alaska Native (Not Hispanic or Latino) • Two or More Races (Not Hispanic or Latino) • I identify as one or more of the classifications of protected veteran listed above • I am not a protected veteran
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