Why Blackpoint?

Ready to give some hackers hell? On the Blackpoint Cyber Team, we win the unfair fight while helping others protect what’s most important to them. Simply put, our team takes out the adversaries before they see us coming. Join us today and help put the bad guys in their place for good. Blackpoint Cyber was built by former US Department of Defense and Intelligence security experts focused on stopping malicious tradecraft and safeguarding MSP operations. Our mission? Provide absolute and unified Managed Detection and Response services to organizations across the world.

Company Culture

On this team, we value high-quality execution, ownership, and strong morals. With us, principles are never tested, and we are proud to always do right by our customers. If you’re a driven professional with a passion for learning and contributing towards the best, then Blackpoint welcomes you. Our team is energetic and collaborative, maintaining a high-performance culture and enabling growth through overcoming challenges in the modern cyber threat landscape.


What You'll Do:

We are searching for a professional customer support engineer to provide technical assistance to our fast-growing customer base utilizing our propriety software and customer management portal.  We pride ourselves on our reputation for prompt, efficient response to all customer requests throughout our organization.  To be successful in this role, the candidate must be customer-oriented and patient with a willingness to go above and beyond for each support case and follow through until the customer is satisfied.  Our customers are family and the reason we thrive; we treat each one with the utmost appreciation and respect for their time.  Ultimately, we want you to help us make our customers feel like they are cared for as part of the Blackpoint family.


Responsibilities and Expectations:

  • Respond to customer queries in a timely and efficient manner via phone or email
  • Record each customer support interaction in our ticketing system 
  • Tag customer queries to determine common customer support needs to assist in identifying inefficiencies in our products and processes

  • Provide accurate information to customers to deploy our proprietary software and troubleshoot installation issues quickly and effectively
  • Instruct customers on how best to utilize specific features in our proprietary product console and customer management portal
  • Set up and configure centrally managed Anti-Virus and other 3rd party products and integrate with our systems
  • Follow up with customers to ensure their technical issues are resolved
  • Analyze and report product anomalies such as bugs or malfunctions
  • Collaborate with other Blackpoint teams to provide a smooth customer service experience and enhance the customer journey
  • Update our internal systems with documentation about technical issues and useful discussions with customers
  • Document procedures and knowledgebase articles
  • Gather customer feedback and share with our Product, Sales and Marketing teams
  • Mentor junior engineers to improve team competency
  • Strive to improve


 

Experience and Skills

  • Experience in a Customer Support role
  • Experience using help desk software and remote support tools
  • Troubleshooting methodology (IE 6-steps CompTIA A+)
  • Advanced troubleshooting of all Operating Systems, especially Windows and Mac; including Sysinternals Suite as it relates to troubleshooting, and PowerShell
  • Experience using Remote Monitoring and Management (RMM) tools, SCCM, and GPO
  • Intermediate understanding of Windows Active Directory
  • Understanding of basic networking (IP Addressing, subnetting, DNS, DHCP, etc)
  • Ability to read network topologies
  • Deep understanding of the OSI Model
  • Hands on experience configuring firewall rules, network segmentation (VLAN), switch configuration and troubleshooting
  • Scripting knowledge: Ansible, light bash (preferred)
  • Certifications: CompTIA A+, NET+, and SEC+ (preferred)
  • Excellent problem-solving and written and oral communication skills
  • Ability to multi-task
  • Customer-focused and patient
  • Self-motivated
  • Ability to work in a dynamic and fast-paced environment
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