Tier 1 Technical Support Engineer

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. 

What You’ll Do: 

We are seeking a Tier 1 Support Engineer to serve as the frontline of our technical support team. Your primary responsibility will be addressing incoming support tickets and answering customer phone calls, ensuring that every customer interaction is handled with care and professionalism. 

This role is ideal for individuals passionate about delivering exceptional customer service, solving straightforward technical issues, and ensuring customer satisfaction in a fast-paced environment. If you enjoy troubleshooting and are eager to grow your skills in technical support, we want you on our team! 

Responsibilities and Expectations: 

• Monitor and respond to incoming support tickets. 

• Provide first-line assistance to customers via phone, email, or chat, ensuring timely and accurate resolution of inquiries. 

• Troubleshoot common technical issues, including basic software configurations, account setup, and connectivity issues. 

• Escalate complex or unresolved issues to Tier 2 or Tier 3 engineers with detailed notes and troubleshooting steps taken. 

• Ensure excellent customer service by following up on open tickets, ensuring resolution, and maintaining clear communication with customers. 

• Document resolutions and contribute to the team knowledge base to improve efficiency and support consistency. 

• Maintain a strong understanding of company products, services, and standard operating procedures. 

• Participate in training sessions to enhance technical knowledge and customer service skills. 

Key Skills and Experience: 

• 2+ years of experience in a Technical Support role (or equivalent). 

• Familiarity with ticketing systems like Zendesk or similar platforms. 

• Basic understanding of common IT concepts, including: 

• Operating systems (Windows, Linux, and macOS). 

• Networking basics (IP addressing, VLANs, DNS, DHCP, firewalls, etc.). 

• Software installations and basic configurations. 

• Strong problem-solving skills and attention to detail. 

• Excellent written and verbal communication skills, able to explain technical concepts to non-technical customers effectively. 

• Ability to handle multiple tasks simultaneously in a fast-paced environment. 

Desired Soft Skills: 

• Friendly, customer-focused attitude with a commitment to solving customer problems efficiently. 

• Strong organizational skills and time management. 

• Team-oriented mindset with a willingness to collaborate and learn from peers. 

• Calm and patient demeanor when handling frustrated or confused customers. 

• Enthusiasm for learning new technologies and support tools. 

Benefits of Joining Our Team: 

• Work with cutting-edge technology in a collaborative and innovative environment. 

• Opportunities for career growth and development. 

• A culture that values customer-centric thinking and continuous improvement. 

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.