Support Engineering Manager

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. 

Job Summary: 

We are seeking a Support Engineer Manager to lead our technical support team in delivering exceptional customer support. This role requires a blend of technical expertise, leadership, and process improvement to manage support operations effectively. The ideal candidate will have experience managing a multi-tiered support organization, handling escalations, optimizing support automation, and working closely with engineering and product teams to enhance customer experience. 

Key Responsibilities: 

Leadership & Team Management: 

• Lead, mentor, and develop a team of support engineers across Tier 1, Tier 2, and Tier 3 levels. 

• Establish and refine escalation processes to ensure timely and effective resolution of complex issues. 

• Foster a customer-centric support culture that prioritizes responsiveness, accuracy, and continuous improvement. 

• Monitor and improve team performance through key performance indicators (KPIs), training programs, and process enhancements. 

• Drive strategic initiatives to scale the support team effectively in a high-growth environment. 

Technical Support & Escalations: 

• Oversee the resolution of complex technical issues related to software applications, APIs, cloud services, and microservices architecture. 

• Act as the final escalation point for high-priority incidents, collaborating with engineering and QA teams to drive resolution. 

• Ensure adherence to service level agreements (SLAs) and maintain a high standard of customer satisfaction. 

• Identify recurring technical issues and work proactively with engineering to prevent future occurrences. 

Process Improvement & Automation: 

• Implement and optimize support workflows using automation tools such as Zendesk triggers, macros, and AI-driven solutions. 

• Develop proactive monitoring, alerting, and troubleshooting strategies to reduce incident volume and improve response times. 

• Leverage data analytics to identify trends, enhance problem resolution strategies, and drive efficiency improvements. 

• Continuously evaluate and enhance self-service options, including chatbots and automated troubleshooting workflows. 

Cross-Team Collaboration: 

• Partner with Product, Engineering, and QA teams to report software defects, contribute to product improvements, and enhance supportability. 

• Collaborate with DevOps and cloud operations teams to refine support strategies for cloud-based services. 

• Provide insights and feedback to improve software design, user experience, and technical documentation. 

• Advocate for customers by ensuring their feedback influences product roadmap decisions. 

Documentation & Knowledge Management: 

• Oversee the creation and maintenance of internal and customer-facing knowledge bases. 

• Ensure documentation is up to date for troubleshooting guides, FAQs, and standard operating procedures (SOPs). 

• Promote knowledge sharing within the team through structured training sessions, mentorship, and peer-to-peer collaboration. 

Required Qualifications: 

• 5+ years of experience in technical support, software support, or IT support leadership roles. 

• Strong background in software troubleshooting, including APIs, microservices, cloud services (AWS, Azure), and Kubernetes. 

• Experience with support tools like Zendesk, JIRA, Datadog, Grafana, Retool, and automation platforms (Zapier, Tines, n8n). 

• Proficiency in scripting languages such as Python, Bash, or PowerShell for automating support tasks. 

• Familiarity with SQL, Linux, Windows, networking (DNS, DHCP, VLANs), and security best practices. 

• Exceptional analytical and problem-solving skills with a track record of driving process improvements. 

• Strong leadership, mentoring, and coaching abilities. 

• Excellent communication skills, capable of explaining complex technical concepts to both technical and non-technical stakeholders. 

Preferred Qualifications: 

• Experience managing multi-tiered technical support teams in a SaaS or cloud-based environment. 

• Knowledge of DevOps methodologies, CI/CD, and infrastructure-as-code (Terraform, Kubernetes, AWS Lambda). 

• Prior experience with customer success initiatives and technical account management. 

• Relevant certifications such as CompTIA Security+, AWS Certified Solutions Architect, ITIL, or similar. 

Why Join Us? 

• Impactful Role: Directly influence customer experience, product stability, and support team growth. 

• Cutting-Edge Technology: Work with modern tools, automation, and cloud-based infrastructures. 

• Career Growth: Opportunity to grow within a fast-paced, technically challenging environment. 

• Collaborative Culture: Work closely with engineering, QA, and product teams in a dynamic and supportive setting. 

Blackpoint Cyber welcomes and encourages applications from qualified individuals of all races,  colors, religions, sex, sexual orientation, gender identity or expression, national origin, age, marital  status, or any other legally protected status. We are committed to equality of opportunity in all  aspects of employment.  For eligible employees in the US, Blackpoint offers competitive Health, Vision, Dental, and Life Insurance plans, a robust 401k plan, Discretionary Time Off, and other minor perks.