Director, Technical Support

Blackpoint Cyber•,

1d•$167,200 - $213,000

About The Position

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.

Requirements

8+ years in technical support, with 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.
Strong data fluency: ability to design, read, and communicate from operational dashboards; experience using support analytics to drive cross-functional decisions.
Deep familiarity with support tooling (e.g., Zendesk, Salesforce, Jira) including 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 skills; 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 Haves

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.

Responsibilities

Define and drive the multi-year vision and roadmap for the Technical Support function, including the phased deployment of AI triage agents, automated Tier-1 resolution tools, and self-service capabilities, translating business objectives into measurable team-level goals and operational plans.
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: ticket deflection rate, Tier-1 automation rate, self-service resolution rate, and knowledge base coverage rate, with direct accountability for outcomes.
Recruit, develop, and retain a high-performing team of technical support engineers and team leads; define clear career paths, conduct regular coaching and performance reviews, and foster a culture of ownership and continuous improvement. Build data literacy as a core team competency, coaching support engineers to work alongside AI tools as partners, not replacements.
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, moving from anecdotal feedback to data-led influence.
Oversee the support team’s role during critical security incidents affecting MSP partners, ensuring rapid escalation, clear partner communication, and tight coordination with internal technical teams. Define and enforce human-in-the-loop protocols for AI-assisted workflows during incidents, ensuring agents escalate correctly, and governance controls hold under pressure.
Continuously evaluate and improve support workflows, escalation paths, and tooling (e.g., Zendesk, Zendesk AI, Salesforce , Jira) to increase resolution velocity and scale the team efficiently. Champion the adoption of agentic support tools from AI-powered triage and auto-resolution to LLM-assisted knowledge base maintenance and QA automation.
Build and maintain a continuously improving knowledge base using AI gap detection to identify missing or outdated articles from unresolved ticket patterns and auto-draft new content for human review.
Deploy and govern AI-powered ticket triage agents and automated Tier-1 resolution workflows, targeting ~30% deflection of structured, repeatable tickets without human involvement.
In coordination with Blackpoint’s compliance team, establish governance standards for AI use in the support function, permission enforcement, complete audit trails, escalation triggers, and data handling controls that meet Blackpoint’s security and compliance standards.
Design, maintain, and evangelize real-time operational dashboards that surface team health and performance metrics; share insights cross-functionally with Engineering, Product, and Senior Leadership to drive informed decision-making. Leverage AI-generated pattern detection to identify recurring ticket clusters, surface product defects, and proactively reduce support demand at its source.
Present support performance metrics, trend analysis, and strategic initiatives to senior leadership on a regular cadence; translate complex operational data into clear, executive-level narratives. Include AI performance dashboards showing deflection rates, automation coverage, and ROI of AI investment in the function.