Support Engineering Manager

Summary

Join Blackpoint Cyber, a leading cybersecurity company experiencing rapid growth, as a Support Engineer Manager. Lead and mentor a team of support engineers across multiple tiers, handling escalations and optimizing support operations. You will leverage technical expertise to resolve complex issues, implement automation, and collaborate with other teams to enhance customer experience. This role requires strong leadership, technical skills, and a commitment to process improvement. The ideal candidate will have experience managing multi-tiered support organizations and a proven track record of success. Blackpoint Cyber offers a collaborative culture and competitive benefits.

Requirements

• 5+ years of experience in technical support, software support, or IT support leadership roles
• Strong background in software troubleshooting, including APIs, microservices, cloud services (AWS, Azure), and Kubernetes
• Experience with support tools like Zendesk, JIRA, Datadog, Grafana, Retool, and automation platforms (Zapier, Tines, n8n)
• Proficiency in scripting languages such as Python, Bash, or PowerShell for automating support tasks
• Familiarity with SQL, Linux, Windows, networking (DNS, DHCP, VLANs), and security best practices
• Exceptional analytical and problem-solving skills with a track record of driving process improvements
• Strong leadership, mentoring, and coaching abilities
• Excellent communication skills, capable of explaining complex technical concepts to both technical and non-technical stakeholders

Responsibilities

• Lead, mentor, and develop a team of support engineers across Tier 1, Tier 2, and Tier 3 levels
• Establish and refine escalation processes to ensure timely and effective resolution of complex issues
• Foster a customer-centric support culture that prioritizes responsiveness, accuracy, and continuous improvement
• Monitor and improve team performance through key performance indicators (KPIs), training programs, and process enhancements
• Drive strategic initiatives to scale the support team effectively in a high-growth environment
• Oversee the resolution of complex technical issues related to software applications, APIs, cloud services, and microservices architecture
• Act as the final escalation point for high-priority incidents, collaborating with engineering and QA teams to drive resolution
• Ensure adherence to service level agreements (SLAs) and maintain a high standard of customer satisfaction
• Identify recurring technical issues and work proactively with engineering to prevent future occurrences
• Implement and optimize support workflows using automation tools such as Zendesk triggers, macros, and AI-driven solutions
• Develop proactive monitoring, alerting, and troubleshooting strategies to reduce incident volume and improve response times
• Leverage data analytics to identify trends, enhance problem resolution strategies, and drive efficiency improvements
• Continuously evaluate and enhance self-service options, including chatbots and automated troubleshooting workflows
• Partner with Product, Engineering, and QA teams to report software defects, contribute to product improvements, and enhance supportability
• Collaborate with DevOps and cloud operations teams to refine support strategies for cloud-based services
• Provide insights and feedback to improve software design, user experience, and technical documentation
• Advocate for customers by ensuring their feedback influences product roadmap decisions
• Oversee the creation and maintenance of internal and customer-facing knowledge bases
• Ensure documentation is up to date for troubleshooting guides, FAQs, and standard operating procedures (SOPs)
• Promote knowledge sharing within the team through structured training sessions, mentorship, and peer-to-peer collaboration

Preferred Qualifications

• Experience managing multi-tiered technical support teams in a SaaS or cloud-based environment
• Knowledge of DevOps methodologies, CI/CD, and infrastructure-as-code (Terraform, Kubernetes, AWS Lambda)
• Prior experience with customer success initiatives and technical account management
• Relevant certifications such as CompTIA Security+, AWS Certified Solutions Architect, ITIL, or similar

Benefits

• Competitive Health, Vision, Dental, and Life Insurance plans
• A robust 401k plan
• Discretionary Time Off
• Other minor perks