Blackpoint Cyber
cybersecurity
Director,TechnicalSupport
“Director, Technical Support at Blackpoint Cyber. Skills: Technical Support Leadership, AI-powered Support Tools, Data-driven Operations, Cross-functional Partnership. Define and drive multi-year vision for Technical Support. Deploy AI triage agents, automated resolution tools”
What You'll Achieve.
timely, high-quality resolution experiences; scale the function’s impact; drive meaningful change; measurable team-level goals; operational plans; direct accountability for outcomes; increase resolution velocity; scale the team efficiently; human review; ~30% deflection of structured, repeatable tickets; meet Blackpoint’s security and compliance standards; drive informed decision-making; reducing support demand at its source; clear, executive-level narratives; ROI of AI investment
Industry & Context.
AI-driven ticket pattern analytics to surface recurring issues; proactively reduce support demand at its source
What They're Looking For.
Must Have
8+ years in technical support, 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, data fluency: ability to design, read, and communicate from operational experience using support analytics to drive cross-functional decisions, Deep familiarity with support tooling (e.g. , Zendesk, Salesforce, Jira), 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 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
Nice to Have
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
What You'll Do.
Define and drive multi-year vision for Technical Support
Deploy AI triage agents
automated resolution tools
Own all support KPIs end-to-end
Develop new AI-era metrics
and retain technical support engineers
Define clear career paths
Conduct coaching and performance reviews
Foster culture of ownership
Serve as voice of the customer internally
Convert support patterns into feedback
Oversee support team during critical incidents
Ensure rapid escalation and communication
Define and enforce human-in-the-loop protocols
Continuously evaluate and improve support workflows
Champion adoption of agentic support tools
Build and maintain knowledge base
Deploy and govern AI-powered ticket triage agents
Target ~30% deflection of tickets
Establish governance standards for AI use
and evangelize operational dashboards
Leverage AI-generated pattern detection
Present support performance metrics to leadership
How You'll Work.
Team & Collaboration
Serve as a critical cross-functional partner to Engineering, Product, and Customer Success; Convert 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; Share insights cross-functionally with Engineering, Product, and Senior Leadership; Translate complex operational data into clear, executive-level narratives
Communication Scope
Excellent written and verbal communication; translate complex technical issues into clear, executive-level summaries; partner-facing communications
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