Blackpoint Cyber
cybersecurity
Director,TechnicalSupport
Neural analysis suggests this role is
optimal for Director candidates.
“Director, Technical Support at Blackpoint Cyber. Skills: Technical Support Leadership, AI-powered Support Tools, Data-driven Operations. Define and drive multi-year vision. Drive phased deployment of AI triage agents”
What You'll Achieve.
timely, high-quality resolution experiences; scale the function’s impact; drive meaningful change; ensure field intelligence continuously informs the broader organization; measurable team-level goals; operational plans; direct accountability for outcomes; foster a culture of ownership and continuous improvement; moving from anecdotal feedback to data-led influence; ensuring agents escalate correctly; governance controls hold under pressure; increase resolution velocity; scale the team efficiently; identify missing or outdated articles; auto-draft new content for human review; targeting ~30% deflection of structured, repeatable tickets without human involvement; meet Blackpoint’s security and compliance standards; drive informed decision-making; proactively reduce support demand at its source; ROI of AI investment in the function
Industry & Context.
drive automated Tier-1 resolution workflows; intelligent deflection capabilities; AI-powered ticket triage; automated Tier-1 resolution workflows; AI gap detection; AI-generated pattern detection
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
Drive phased deployment of AI triage agents
Own all support KPIs end-to-end
Develop new AI-era metrics
Define clear career paths
Serve as voice of customer internally
Convert support patterns into feedback
Oversee support team role during incidents
Ensure rapid escalation
Define and enforce human-in-the-loop protocols
Continuously evaluate and improve workflows
Champion adoption of agentic support tools
Build and maintain knowledge base
Deploy and govern AI-powered ticket triage agents
Establish governance standards for AI use
and evangelize dashboards
Leverage AI-generated pattern detection
Present support performance metrics
How You'll Work.
Team & Collaboration
Serve as a critical cross-functional partner to Engineering, Product, and Customer Success; 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; Ensure tight coordination with internal technical teams; 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; proven ability to translate complex technical issues into clear, executive-level summaries and partner-facing communications; translate complex operational data into clear, executive-level narratives
Process & Methodology
Translate business objectives into measurable team-level goals and operational plans
Full Job Description
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. About The Role: 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. As an AI-first leader, you will deploy agentic triage tools, drive automated Tier-1 resolution workflows, and intelligent deflection capabilities to scale the function’s impact. This role requires a leader equally comfortable at the strategic and tactical levels — someone who can architect long-term support programs while staying close to operational details that drive meaningful change. The Director of Technical Support will own the team's performance metrics and serve as a critical cross-functional partner to Engineering, Product, and Customer Success, ensuring field intelligence continuously informs the broader organization. The ideal candidate brings proven experience leading technical support organizations within cybersecurity, SaaS, or managed services environments, with a strong command of data-driven operations — including dashboard design to monitor team health, surface trends, and communicate performance insights to stakeholders. You also have hands-on experience deploying AI-powered support tools and building the frameworks that allow AI agents to operate at production scale in security-sensitive environments. What You'll Do - Strategy & Execution: In conjunction with VP Customer Grow
Applying for this Director, Technical Support role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
How to Apply on Ashby
- Ashby is a fast modern ATS — most applications take under 3 minutes.
- The resume parser is strong; verify parsed experience dates and job titles.
- Custom screening questions are often scored algorithmically — answer completely.
- Location field affects geo-based screening; use your actual metro area.
ANONYMOUS · UNFILTERED
What do employees actually say about Blackpoint Cyber?
Real rants from real employees. Read before you apply.