Blackpoint Cyber

Support Engineer

• Provide escalated technical support for laptops, SaaS applications, availability, and identity-related issues
• Handle IT onboarding and offboarding, device provisioning, and access management
• Build systems and processes that operate smoothly without repeated IT intervention
• Manage hardware inventory, warranties, and refresh cycles using MDM platforms such as Microsoft Intune and Jamf
• Drive automation and scripting projects from idea through execution
• Improve efficiency and consistency across systems and integrations
• Manage and continuously improve secure access using Microsoft Entra, Auth0, AWS VPN, and 1Password
• Build and maintain operational playbooks and documentation for processes and automations
• Log work, incidents, and changes in Jira Service Management
• Serve as an escalation point for complex issues and document solutions
• Identify recurring issue patterns and propose process improvements
• Support the core IT infrastructure for a distributed workforce of approximately 230 people

IT Support Engineer

Technical Writer

• Own and rebuild Blackpoint Cyber’s knowledge base into a reliable, structured content platform
• Define and enforce the documentation style guide and article templates
• Rewrite approximately 150 stale, incomplete, or empty articles
• Author approximately 100 new articles covering troubleshooting, client lifecycle, billing workflows, MSP management at scale, and compliance guidance
• Build persona-aligned information architecture for internal teams, customers, and partners
• Map an end-to-end customer journey through the content
• Structure content for machine retrieval with consistent headings, atomic topics, prerequisites, outcomes, metadata, and tagging
• Interview support engineers, SOC analysts, and product managers to extract accurate technical detail
• Use ticket volume, search queries, article performance, and deflection data to prioritize content work
• Establish publishing workflows, content ownership, review SLAs, version control, freshness, and audit cadence
• Align documentation with product releases so documentation ships with features
• Validate every published procedure for accuracy during live security incidents
• Report to the Head of Product and collaborate with Product Management, Technical Support, SOC and threat operations SMEs, and product marketing
• Complete first-six-month milestones including knowledge base audit, approved style guide and templates, live information architecture, priority rewrites, workflow governance, and AI-assisted support readiness

• Resolve complex technical issues escalated from Tier 1 and Tier 2 teams
• Troubleshoot software issues involving microservices, APIs, and system integrations
• Diagnose system anomalies, deployment challenges, and configuration issues
• Collaborate with Engineering and Product teams to identify, report, and prioritize bugs and enhancements
• Analyze ticket trends and implement proactive solutions to reduce ticket volume and improve response times
• Create and maintain documentation, knowledge base articles, and support resources
• Mentor and train junior engineers
• Drive continuous improvement initiatives for the customer support journey
• Use Zendesk automation and other support tools to streamline workflows and optimize ticket management
• Develop, implement, and optimize automated solutions using Superblocks, n8n, Tines, and webhooks
• Analyze account management requests and automate routine and manual tasks
• Collaborate with the Support team to develop automation strategies
• Document automation processes and create training materials for the Support team

Support Engineer III

• Serve as an expert resource for complex technical issues and resolve escalated support cases
• Troubleshoot and resolve software issues involving microservices, APIs, and system integrations
• Diagnose system anomalies, deployment challenges, and configuration issues
• Collaborate with Engineering and Product teams to identify, report, and prioritize software bugs and enhancements
• Analyze ticket trends and implement proactive solutions to reduce ticket volume and improve response times
• Create and maintain documentation, knowledge base articles, and support resources
• Mentor and train junior engineers
• Drive continuous improvement initiatives for the customer support journey
• Use Zendesk automation and other support tools to streamline workflows and optimize ticket management
• Develop, implement, and optimize automated support solutions using Superblocks, n8n, Tines, and webhooks
• Analyze account management requests and automate routine and manual tasks
• Collaborate with the Support team to develop automation strategies
• Document automation processes and provide training materials for new tools and procedures

Copywriter

• Partner with the VP of Comms, Brand and Content on overarching content strategy
• Deliver high-output, high-impact hands-on copywriting
• Own short- and long-form content across SEO, product, integrated campaigns, email, eBooks, blogs, research reports, and web copy
• Develop and manage an integrated content calendar aligned with company priorities, audience needs, product strategy, and revenue goals
• Deliver content across campaigns, product launches, SEO, web, email, and sales enablement
• Identify content opportunities based on market trends, competitive intelligence, customer questions, search behavior, and business priorities
• Build a scalable content engine that increases content quality and production velocity
• Partner with the SEO agency to create blogs and web content aligned with SEO strategy
• Create and optimize evergreen and timely content to increase organic visibility, authority, and qualified traffic
• Measure and improve performance with SEO, web, and demand teams
• Translate complex technical capabilities into clear, compelling customer stories with Product Marketing
• Develop content and messaging for integrated campaigns
• Create campaign messaging, landing pages, email sequences, blogs, guides, and supporting assets
• Support account-based marketing programs across priority accounts, industries, and buying groups
• Develop and adapt personalized ABM content including landing pages, executive outreach, email sequences, case studies, and competitive content
• Build scalable content personalization balancing relevance and production efficiency
• Develop and continuously improve website messaging, product and solution pages, landing pages, nurture programs, campaign emails, and event communications
• Test messaging and optimize web and demand experiences over time

Senior Content Copywriter

Sales Operations Manager

• Lead onboarding for new GTM hires covering products, tools, messaging, and industry context
• Translate Product and Product Marketing content into role-specific sales language for BDRs, AEs, and AMs
• Join team calls and build presentations for product releases and campaigns
• Deliver regular competitive intelligence updates using available tools, including Claude
• Keep teams current on cybersecurity trends, threats, and regulatory shifts
• Maintain accessible, up-to-date enablement content and surface resources at the point of need
• Run certifications and knowledge checks to reinforce training and confirm adoption
• Partner with Sales Operations on CRM, sales engagement, conversation intelligence, and related sales tools
• Use conversation intelligence and call-recording tools to monitor training application and share observations
• Own the enablement portion of the weekly sales meeting, including deck creation and presentation
• Assess training effectiveness through call reviews, rep and manager feedback, and content/tool adoption
• Provide informal coaching based on call reviews and performance conversations
• Collaborate with sales leadership to identify training gaps and prioritize enablement work
• Organize internal webinars, lunch-and-learns, and similar knowledge-sharing sessions
• Partner with sales leadership to formalize and reinforce sales methodology and process
• Develop and deliver training on discovery, consultative selling, objection handling, and solution selling

Sales Enablement Manager

Social Media Manager

• Own and grow Blackpoint Cyber’s social channels, including LinkedIn, X, Reddit, and YouTube, posting at least five times per week
• Craft, schedule, and publish original content, including short-form video and creative images
• Partner with copywriting, events, demand, product, and campaigns teams to plan content calendars
• Create real-time or reactive content around emerging news and events
• Conduct social listening to track brand, product, and competitor activity
• Engage daily on LinkedIn commentary and tags
• Build and moderate Blackpoint’s Reddit community and grow Reddit karma
• Manage internal stakeholder requests for social content and coordinate with creative teams
• Track, analyze, and report social performance monthly, quarterly, and yearly
• Turn social performance data into clear recommendations
• Manage social media crisis communications and response strategy as needed
• Stay current on platform trends and emerging formats
• Apply AI tools for ideation, drafting, and workflow efficiency
• Advise internal teams and relevant partners on social presence and profile-building best practices
• Mine MSP partner stories for social with partner/customer marketing and sales
• Build social strategies around industry events with events and field marketing

IT Support Engineer

Technical Writer

Support Engineer III

Support Engineer III

Senior Content Copywriter

Sales Enablement Manager

Social Media Lead