Teams at Blackpoint Cyber

Leads the strategy, roadmap, architecture, reliability, and operations of a cloud-based security data platform. Oversees data pipelines, APIs, identity, tenant management, developer tooling, CI/CD, governance, security, and scalability. Partners with Product and SRE, drives operational excellence and AI adoption, and builds a high-performing organization through hiring, mentorship, and technical leadership.

Own and rebuild Blackpoint Cyber’s customer-facing knowledge base, including approximately 150 article rewrites and 100 new articles. Define documentation standards, information architecture, publishing governance, and AI-ready content structures. Collaborate with technical SMEs, validate procedures against products, use support analytics to prioritize content, and align documentation with product releases. Ensure accurate, retrieval-friendly documentation for internal teams, customers, MSP partners, and AI-assisted support workflows.

Provides expert technical support for complex software issues involving microservices, APIs, integrations, operating systems, cloud platforms, and networking. Resolves escalated cases, collaborates with Engineering and Product, analyzes ticket trends, maintains documentation, and mentors junior engineers. Builds and optimizes Zendesk workflows and support automation using tools such as Superblocks, n8n, Tines, and webhooks to improve operational efficiency and customer satisfaction.