Full-Time

Tier 1 Technical Support Engineer

Confirmed live in the last 24 hours

Blackpoint Cyber

Blackpoint Cyber

51-200 employees

Cybersecurity solutions for businesses and MSPs

Cybersecurity

Junior, Mid

Remote in USA

Category
Customer Success & Support
IT Support
IT & Security
Required Skills
Zendesk
Customer Service
Linux/Unix
Requirements
  • 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
Responsibilities
  • 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.
Desired Qualifications
  • 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.

Blackpoint Cyber offers cybersecurity solutions that protect businesses from cyber threats, focusing on Managed Service Providers (MSPs) and their clients. Its primary product is the Managed Detection & Response (MDR) technology, which uses network visualization, tradecraft detection, and endpoint security to identify and neutralize threats early. The company also provides additional services like Cloud Response and Managed Application Control to enhance its offerings. Blackpoint Cyber aims to deliver comprehensive and proactive protection against cyber threats, helping clients maintain secure operations.

Company Stage

Series C

Total Funding

$197.5M

Headquarters

Ellicott City, Maryland

Founded

2014

Growth & Insights
Headcount

6 month growth

0%

1 year growth

0%

2 year growth

3%
Simplify Jobs

Simplify's Take

What believers are saying

  • Increased demand for cybersecurity in remote work environments boosts Blackpoint Cyber's market potential.
  • Growing interest in zero-trust frameworks aligns with Blackpoint Cyber's proactive protection approach.
  • Rising cybersecurity importance in supply chains opens new sector opportunities for Blackpoint Cyber.

What critics are saying

  • Increased competition from similar MDR solutions could erode Blackpoint Cyber's market share.
  • Rapid cyber threat evolution may outpace Blackpoint Cyber's technology updates, risking client security.
  • Reliance on MSPs means any MSP market downturn could impact Blackpoint Cyber's revenue.

What makes Blackpoint Cyber unique

  • Blackpoint Cyber's MDR technology disrupts hacker timelines, offering faster threat neutralization.
  • The company offers unique add-on services like Cloud Response and Managed Application Control.
  • Blackpoint Cyber's solutions are tightly integrated with Microsoft security technology.

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Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

401(k) Retirement Plan

401(k) Company Match

Paid Vacation

Discretionary Time Off