Blackpoint Cyber

• Lead the design, implementation, and management of scalable, reliable, and highly available cloud-based infrastructure (AWS/Azure) • Establish SRE best practices, including monitoring, incident response, capacity planning, and performance tuning • Improve observability, monitoring, and alerting, ensuring quick detection and resolution of reliability issues • Drive automation-first approaches, reducing manual intervention through Infrastructure-as-Code (IaC) and CI/CD pipelines • Lead a team of SREs, applying Blackpoint Cyber's management values of Coach, Model, Care, in defining business-critical outcomes, creating action plans, and supporting the team in achieving them • Continue hands-on contributions in an SRE role • Design, implement, and support key infrastructure, including automated attack infrastructure deployment, isolated identity and productivity environments, and secure data storage • Establish and apply security hygiene and monitoring policies to meet Blackpoint Cyber security requirements • Monitor and optimize cloud spending, ensuring cost-effective resource utilization without compromising reliability • Manage and mentor a global team of SREs, DevOps engineers, and cloud infrastructure specialists • Collaborate with security teams to ensure compliance, security hardening, and disaster recovery readiness

• Lead the design, implementation, and management of scalable, reliable, and highly available cloud-based infrastructure (AWS/Azure) • Establish SRE best practices, including monitoring, incident response, capacity planning, and performance tuning • Improve observability, monitoring, and alerting, ensuring quick detection and resolution of reliability issues • Drive automation-first approaches, reducing manual intervention through Infrastructure-as-Code (IaC) and CI/CD pipelines • Lead a team of SREs, applying Blackpoint Cyber's management values of Coach, Model, Care, in defining business-critical outcomes, creating action plans, and supporting the team in achieving them • Continue hands-on contributions in an SRE role • Design, implement, and support key infrastructure, including automated attack infrastructure deployment, isolated identity and productivity environments, and secure data storage • Establish and apply security hygiene and monitoring policies to meet Blackpoint Cyber security requirements • R&D with AI tooling and other SRE tools such as Grafana IRN, Loki, and Alloy • Monitor and optimize cloud spending, ensuring cost-effective resource utilization without compromising reliability • Define and implement cost-saving strategies (e.g., right-sizing instances, leveraging spot instances, optimizing storage, etc.) • Work closely with finance and procurement teams to forecast infrastructure costs and align expenses with business objectives • Manage and mentor a global team of SREs, DevOps engineers, and cloud infrastructure specialists • Partner with engineering teams to design reliable and scalable architectures, embedding reliability into development workflows • Collaborate with security teams to ensure compliance, security hardening, and disaster recovery readiness • Drive post-incident reviews, ensuring continuous improvement in system resilience

• Provide escalated technical support for laptops, SaaS applications, availability, and identity-related issues across the environment • Handle IT onboarding and offboarding; device provisioning, access management - while building systems that run smoothly without needing IT to step in every time • Manage hardware inventory, warranties, and refresh cycles using MDM platforms like Microsoft Intune and Jamf • Drive automation and scripting projects from idea to execution, improving efficiency and consistency across our systems and integrations • Manage and continuously improve secure access across identity and access technologies such as Microsoft Entra, Auth0, AWS VPN, and 1Password • Build and maintain clear operational playbooks and documentation for the processes and automations you create • Log work, incidents, and changes in Jira Service Management • Serve as an escalation point for the team on complex issues, and document solutions so future issues can be resolved without escalation • Spot patterns in recurring issues and propose improvements to how the team works

• Act as a strategic advisor to partners, designing and leading success plans that align Blackpoint's capabilities with partners' business objectives • Translate technical adoption into measurable business outcomes • Anticipate partner constraints and flag risks proactively • Provide tactical recommendations grounded in documented best practices • Build and maintain multi-threaded relationships • Conduct structured risk assessments across assigned partners to identify retention risks • Work closely with GTM, Product, Engineering, and Support teams to align on partner needs

• Analyze and evaluate anomalous network and system events in a 24x7x365 Security Operation Center (SOC) • Collaborate with MDR Analysts to research and investigate emerging cyber security threats • Develop Incident analysis reports and work across business units and customers to bring issues to a close • Help design and build operational processes and procedures to improve overall SOC efficiency • Provide actionable threat and vulnerability analysis based on security events for many independent customer environments • Build test lab environments to research emerging techniques

• Plan and execute MSP-focused expansion campaigns to drive product adoption, upsell/cross-sell, and long-term partner growth across our base. • Build and manage email nurture programs for MSP partners across different stages of the lifecycle. • Lead MSP-exclusive initiatives such as webinars, campaigns, and value-driven programs in collaboration with Product Marketing and Content Marketing. • Collaborate with Product Marketing to develop and distribute MSP-facing sales and marketing resources that support partner growth. • Work closely with Account Management and Client Success teams to align marketing programs with MSP partner needs and lifecycle milestones. • Support communications to MSP partners related to product updates, programs, and key initiatives. • Partner with our RevOps team to execute campaigns using HubSpot and track performance, identifying insights and opportunities for optimization. • Manage multiple projects and timelines to ensure accurate and timely execution. • Report on program performance and provide actionable recommendations to improve engagement, adoption, and partner success.

• Own complex escalations from Tier 1, resolving cases with precision, speed, and clear communication back to the customer. • Troubleshoot and resolve software issues across microservices, APIs, and system integrations. • Diagnose system anomalies, deployment failures, and configuration issues using deep product and infrastructure knowledge. • Partner with Engineering and Product to surface, document, and prioritize bugs and feature gaps discovered through support. • Design, implement, and continuously optimize automated workflows using tools such as Superblocks, n8n, Tines, and webhooks to reduce manual effort and ticket volume. • Leverage Zendesk automations, triggers, and macros to streamline ticket management and improve response times. • Analyze ticket trends and support data to identify systemic issues and implement proactive solutions. • Perform account management request analysis and automate routine, high-volume tasks. • Collaborate with the broader Support team to understand operational pain points and translate them into scalable automation strategies. • Build and maintain a high-quality knowledge base; including articles, runbooks, and internal guides — that empower both customers and teammates. • Document automation processes thoroughly and create training materials that enable the Support team to confidently adopt new tools and workflows.

• Serve as a resource for complex technical issues, resolving escalated support cases with precision and efficiency. • Utilize Zendesk automation and other support tools to streamline workflows, optimize ticket management and enhance customer satisfaction. • Troubleshoot and resolve software issues, focusing on microservices, APIs, and system integrations. • Collaborate with the Engineering and Product teams to identify, report, and prioritize software bugs and enhancements. • Leverage your expertise in software workflows to diagnose and resolve system anomalies, deployment challenges, and configuration issues. • Analyze ticket trends and use data to implement proactive solutions, reducing ticket volume and improving response times. • Create and maintain detailed documentation, knowledge base articles, and support resources. • Learn, Develop, implement, and optimize automated solutions to enhance technical support operations, using automation software like superblocks, n8n, tines, and webhooks. • Perform account management request analysis and automate routine and manual tasks. • Collaborate closely with the Support team to understand operational needs and develop automation strategies that improve operational efficiency. • Document automation processes and provide comprehensive training materials to enable the Support team to effectively use new tools and procedures.

• Deliver on business-critical outcomes through your product contributions • Lead and drive projects across the stack, including TypeScript, React, Node.js and Go Lang services • Leverage your deep understanding of design and architecture • Excel as a team player by recognizing diversity in perspectives • Communicate effectively with leadership to define technical solutions

• 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. • Define and drive the multi-year vision and roadmap for the Technical Support function. • Own all support KPIs end-to-end, including NPS, MTTR, first contact resolution, escalation rate, and SLA adherence, alongside the development of new AI-era metrics. • Recruit, develop, and retain a high-performing team of technical support engineers and team leads. • Serve as a voice of the customer internally, converting support patterns and field intelligence into actionable feedback loops. • Oversee the support team’s role during critical security incidents affecting MSP partners. • Continuously evaluate and improve support workflows, escalation paths, and tooling to increase resolution velocity. • Build and maintain a continuously improving knowledge base.