The Director of Technical Support is a leadership role responsible for the execution and continuous improvement of Blackpoint Cyber’s technical support function, leading a team of technical support professionals to deliver timely, high-quality resolution experiences for Managed Service Provider (MSP) partners.
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
- 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
Benefits
- Competitive Health, Vision, Dental, and Life Insurance plans
- Robust 401k plan
- Discretionary Time Off
- Generous Paid Time Off
- 401k Matching
