What are the responsibilities and job description for the Tier 1 Technical Support Engineer position at Blackpoint Holdings, LLC?
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.
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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 :
Operating systems (Windows, Linux, and macOS).
Desired Soft Skills :
Benefits of Joining Our Team :
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.
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