BLACKCLOAK

• Participate in client onboarding sessions. • Provide advice and guidance (and assist as needed) in the creation of client onboarding and follow-up materials/activities. • Conduct periodic outreach to existing clients to ensure clients are utilizing the BlackCloak platform to its fullest extent. • Partner with the Technical Success team in responding to customer inquiries and coordinating resources to meet those needs. • Run client enablement and support sessions. • Work with cross-functional teams to alert clients immediately upon discovery of new cyber or privacy threats and risks. Serve as a dedicated resource and point of contact to ensure the threats/risks are remediated or accepted by the client. • Serve as a dedicated case manager for confirmed identity theft incidents. Handle the end-to-end resolution process so the client does not have to navigate the bureaucracy alone. • Assist in the restoration of compromised accounts, including synthetic identity fraud, medical identity theft, and tax refund fraud. • Support Account teams by pulling data for client reports and participate in Quarterly Business Reviews and other ad hoc client meetings as requested. • Manage and record client interactions within the BlackCloak set of Client Success tools. • Contribute to client communications and education initiatives. • Maintain working knowledge of BlackCloak’s solutions, platform features, and best practices. • Support external and internal customer-facing initiatives and events. There is a potential for limited travel. • Participate in on-call shifts for client support, including nights and weekends, or as needed.

• Deploy and configure Endpoint Detection and Response (EDR) agents across client environments. Customize detection policies to minimize false positives and ensure seamless client business operations. • Analyze EDR telemetry to detect "living off the land" attacks and anomalies that traditional antivirus would miss. • Actively monitor client endpoints for malicious indicators. When threats are detected, immediately isolate compromised devices and communicate the scope of the incident to the customer and cross-functional teams supporting the customer. • Generate monthly executive summaries for clients detailing blocked attacks, health status, and ROI on their security investment. • Schedule and run next-gen vulnerability scans on client networks and execute penetration tests as applicable against client assets.. Review the results with the client's (or their IT point-of-contact), prioritize critical patches, and verify their remediation. • Monitor for threats and vulnerabilities specific to “Smart Home” and Internet of Things (IoT), alert impacted clients, and assist clients in the hardening of their home networks and IoT devices. • Proactively monitor the Dark Web and criminal forums for our clients' compromised credentials, leaked intellectual property, or domain spoofing. • Work with cross-functional teams to alert clients immediately upon discovery of leaked data and provide specific instructions on changing passwords or locking down accounts. • Manage the credit monitoring platform, and alert clients to changes in credit scores, new credit inquiries/accounts and other identity alerts that could indicate fraudulent activity. • In conjunction with Client Success Managers, serve as the dedicated case manager for confirmed identity theft incidents. Handle the end-to-end resolution process so the client does not have to navigate the bureaucracy alone. • Assist in the restoration of compromised accounts, including synthetic identity fraud, medical identity theft, and tax refund fraud. • Actively hunt for client PII on people-search sites and data broker databases. Manage the "opt-out" and removal process to minimize their public attack surface. • Identify repetitive manual tasks (e.g., alert triage, monthly reporting, initial containment) and build SOAR playbooks or scripts (Python/PowerShell) to automate them. • Evaluate and implement AI-driven tools to enhance threat detection accuracy. Utilize Machine Learning features within our stack to reduce "alert fatigue" and false positives. • Continuously assess our toolset's architecture. optimize API integrations between our Identity platforms, EDR, and ticketing systems to ensure we can handle increased client volume without linear headcount growth. • Conduct "Post-Mortem" reviews after incidents or complex identity cases to identify process gaps, updating standard operating procedures (SOPs) to be faster and smarter next time. • Recognize and codify attacker tools, tactics, and procedures in indicators of compromise (IOCs) that can be applied to current and future investigations • Develop custom scripts, tools, or methodologies to enhance our Incident Response processes • Develop comprehensive and accurate reports of forensic findings and Incident Response activities for both technical and executive audiences • Be part of an on-call rotation and escalation team • Participate in knowledge transfer sessions, product training and other strategic initiatives as needed • Maintain working knowledge of BlackCloak’s solutions, platform features and best practices • Mentor and support Client Success and Security Team Members • Work closely with the engineering and product teams to continuously improve BlackCloak products • Perform research and development on the latest cyber security attack and defense trends • Work with the sales team to do technical demonstrations and provide subject matter expertise • This position will require occasional time on nights and weekends to address client incidents, emergency onboardings and issues.

• Manage relationships with key clients across industries • Create value-add through regular touchpoints • Craft compelling reports on utilization and value-add stories • Partner with the Client Success Team to deliver exceptional corporate and individual client engagement • Research and build new relationships within existing accounts, including with executive stakeholders • Collaborate with members of the BlackCloak Executive team - making sure every client has connections with our senior leadership team • Create strategies and take necessary actions for maintaining industry-best renewal rates, on-time • Meet and exceed upsell targets • Prepare and deliver ongoing account renewal and revenue expansion forecasts • Work side-by-side with account executives, bringing in new corporate clients to ensure a seamless onboarding process and transition to account manager • Provide weekly utilization reports internally • Report to clients monthly and quarterly, or weekly, as required.

• Exceed monthly, quarterly, and annual revenue goals to continue our explosive growth. • Build relationships with key decision-makers in information security departments across a variety of industries. • Excel at prospecting, product demonstrations, pipeline management and closing abilities. • Develop your territory, writing plans for pipeline creation, reporting progress, and forecasting to the Head of Enterprise Sales. • Other duties as assigned.

• Own the end-to-end talent lifecycle from acquisition onboarding, performance management, learning and development, engagement, retention and off-boarding aligned to our mission and talent strategy. • Design an environment where people feel energized, included, and empowered to do their best work. • Ensure that as the company grows, it never loses the "soul" of what makes BlackCloak special. • Be an experienced, hands-on HR leader who thrives in a scaling environment, assessing what the organization needs, designing practical solutions, and rolling up your sleeves to implement policies, processes, and tools in a fast-paced, fully virtual environment.

• Participate in client onboarding sessions. • Manage a dedicated portfolio of BlackCloak’s most complex and high-profile clients, serving as their primary strategic advisor on personal digital privacy and security. • Provide advice and guidance (and assist as needed) in the creation of client onboarding and follow-up materials/activities. • Conduct periodic outreach to existing clients to ensure clients are utilizing the BlackCloak platform to its fullest extent. • Partner with other CSM and the Technical Success team in responding to customer inquiries and coordinating resources to meet those needs. • Run client enablement and support sessions. • Work with cross-functional teams to alert clients immediately upon discovery of new cyber or privacy threats and risks. Serve as a dedicated resource and point of contact to ensure the threats/risks are remediated or accepted by the client. • Act as the lead investigator and restoration specialist for severe identity theft cases and complex compromised accounts, handling sensitive situations with extreme discretion. • Analyze client threat landscapes to create bespoke security plans, going beyond standard onboarding to implement advanced privacy hardening techniques. • Support Account teams by pulling data for client reports and participate in Quarterly Business Reviews and other ad hoc client meetings as requested. • Manage and record client interactions within the BlackCloak set of Client Success tools. • Act as a peer mentor to Level I CSMs, shadowing their calls and providing constructive feedback on soft skills and technical accuracy. • Contribute to client communications and education initiatives. • Maintain working knowledge of BlackCloak’s solutions, platform features, and best practices. • Support external and internal customer-facing initiatives and events. There is a potential for limited travel • Participate in on-call shifts for client support, including nights and weekends, or as needed.

• Architect and Manage Cloud Infrastructure: Design, deploy, and maintain highly available and scalable environments within GCP. • Infrastructure as Code (IaC): Drive the adoption of Terraform to manage all infrastructure through code, ensuring environment consistency and version control. • Cloud Operations & Monitoring: Expand the observability capabilities of the platform and own the day-to-day health of production environments. • Collaborative DevOps: Partner closely with engineers to improve the developer experience, assisting with containerization (Docker/K8s) and deployment strategies. • CI/CD Automation: Build and optimize robust CI/CD pipelines to streamline application delivery, integrating automated testing and deployment gates. • Secure Infrastructure Design: Partner with security engineering to implement cloud hardening standards, IAM architecture and policies, secrets management, and overall Cloud infrastructure and security best practices. • Performance Optimization: Analyze cloud spend and resource utilization to optimize for cost and performance across all environments. • Automated Remediation: Develop scripts and playbooks to automate routine operational tasks and self-healing infrastructure.

• Own member-facing features end-to-end • Design and implement polished mobile experiences in React Native • Translate security workflows into clear, trustworthy user interactions • Ship features from UI through API and supporting services • Develop TypeScript services and APIs (Node.js) • Integrate with cloud systems, security services, and data pipelines • Work with PostgreSQL, document stores, and event-driven workflows • Treat the UI as a reliability-sensitive system (offline behavior, state synchronization, error handling) • Implement observability and performance monitoring for the client experience • Improve usability, responsiveness, and accessibility across devices • Debug production issues using logs, telemetry, and user behavior • Participate in architecture discussions and technical design reviews • Contribute to code reviews and engineering standards • Work closely with Product, Design, and Security Operations • Use AI tools to accelerate implementation while maintaining production quality standards • Create and validate tests (unit, integration, and behavioral) using AI-assisted workflows • Document systems and architecture using AI-assisted documentation generation • Help the team establish best practices for safe and effective use of AI in software development

• Design, develop, and maintain automated test software for mobile, web, and desktop applications using modern test automation frameworks. • Create service mocks, test data frameworks, and contract tests for APIs and services • Partner with engineers to ensure systems are designed for testability from the beginning • Establish and enforce release readiness criteria and quality gates • Build automated validation into CI pipelines to improve deployment confidence and release frequency • Build automated tests that validate security-first design, verify privacy and sensitive data handling, and include adversarial and abuse test cases • Collaborate with cross-functional teams to understand product requirements, identify test scenarios, and ensure adequate test coverage • Perform both manual and automated testing, as necessary, to ensure the highest quality of BlackCloak solutions

• Identify and develop new opportunities to deliver value to BlackCloak members, with a focus on emerging technologies and competitive differentiators. • Lead the end-to-end rapid prototyping process, from initial concept to functional prototype, ensuring initiatives meet defined success criteria. • Partner with CSOC leadership, Engineering and the Director of Product Innovation to vet new ideas, assess technical feasibility, and define architectural approaches. • Research, evaluate, and recommend new technologies, third-party services, and frameworks based on their potential to solve member problems and create strategic advantages for BlackCloak. • Take full ownership of new product concepts, from initial research and hypothesis testing to gathering feedback from stakeholders before committing to full-scale development. • Work closely with our platform, mobile, and security engineering teams to ensure the seamless integration of successful prototypes into our existing ecosystem.