Director, Technical Support

This is a fully remote position, open to applicants in United States.

📋 Description

• The Director of Technical Support is a leadership position tasked with executing and enhancing Blackpoint Cyber’s technical support operations.

• This individual will guide a team of technical support professionals, acting as a player-coach, focused on providing timely and high-quality resolution experiences for Managed Service Provider (MSP) partners.

• Establish and steer the multi-year vision and roadmap for the Technical Support division.

• Take ownership of all support KPIs from start to finish, including NPS, MTTR, first contact resolution, escalation rates, and SLA compliance, while also developing new metrics for the AI era.

• Recruit, nurture, and retain a high-performing team of technical support engineers and team leads.

• Serve as the internal voice of the customer, transforming support trends and field intelligence into actionable feedback loops.

• Oversee the support team’s responsibilities during significant security incidents impacting MSP partners.

• Continuously assess and enhance support workflows, escalation processes, and tooling to boost resolution speed.

• Develop and maintain an ever-improving knowledge base.

⛳️ Requirements

• 8+ years of experience in technical support, with a minimum of 5 years in a senior leadership position.

• Direct experience in cybersecurity, SaaS, or managed services environments, showcasing an understanding of the critical nature of customer security postures.

• A proven history of building and scaling technical support organizations in rapidly growing technology firms.

• Strong data fluency: capability to design, interpret, and communicate insights from operational dashboards; experience in utilizing support analytics to inform cross-functional decisions.

• Extensive knowledge of support tools (e.g., Zendesk, Salesforce, Jira), including hands-on experience implementing AI features within these platforms, such as Zendesk AI or similar agentic support tools, and overseeing their performance in production.

• Demonstrated capacity to operate at various levels, engaging in technical escalations one hour and presenting to the executive team the next, maintaining effectiveness at both levels.

• Exceptional written and verbal communication skills; proven ability to distill complex technical issues into clear, executive-level summaries and partner communications.

• A successful history of managing multiple priorities and achieving results in fast-paced, high-growth environments.

• Hands-on experience in deploying AI-powered support triage, automated resolution workflows, or deflection tools with measurable impacts on deflection rates, MTTR, or SLA compliance.

• Familiarity with using AI-driven ticket pattern analytics to identify recurring issues for Product and Engineering, thereby reducing support demand at the source rather than merely managing it efficiently.

• Understanding of AI governance requirements in enterprise support settings: permission enforcement, audit trails, escalation trigger design, and data handling compliance (SOC 2, GDPR, HIPAA where applicable).

• Experience leading change management initiatives for AI adoption within a support team, aiding engineers in transitioning from Tier-1 ticket handlers to AI supervisors, edge case resolvers, and knowledge curators.

🏝️ Benefits

• Health, Vision, Dental, and Life Insurance plans.

• Comprehensive 401k plan.

• Discretionary Time Off.

• Additional minor perks.