Director, Technical Support

🕒 May 29

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Blackpoint Cyber

WebsiteLinkedInAll Job Openings

51 - 200 employees

💰 $190M Series C on 2023-06

Blackpoint Cyber is a technology-focused cybersecurity company headquartered in Maryland, USA. The company was established by former US Department of Defense and Intelligence security experts and leverages its real-world cyber experience and knowledge of malicious tradecraft to help MSPs safeguard their infrastructure and operations.

📋 Description

• The Director of Technical Support is a leadership role responsible for the execution and continuous improvement of Blackpoint Cyber’s technical support function. • This individual will lead a team of technical support professionals, as a player-coach, dedicated to delivering timely, high-quality resolution experiences for Managed Service Provider (MSP) partners. • Define and drive the multi-year vision and roadmap for the Technical Support function. • 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. • Recruit, develop, and retain a high-performing team of technical support engineers and team leads. • Serve as a voice of the customer internally, converting support patterns and field intelligence into actionable feedback loops. • Oversee the support team’s role during critical security incidents affecting MSP partners. • Continuously evaluate and improve support workflows, escalation paths, and tooling to increase resolution velocity. • Build and maintain a continuously improving knowledge base.

🎯 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.

🏖️ Benefits

• Health, Vision, Dental and Life Insurance plans • Robust 401k plan • Discretionary Time Off • Other minor perks