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Director Pos Technical Support Jobs (NOW HIRING)

Blackpoint Cyber

Director, Technical Support

$167K - $213K/yr

The Director of Technical Support is a leadership role responsible for the execution and continuous improvement of Blackpoint Cyber's technical support function. This individual will lead a team of ...

Axon

Director, Technical Support

Atlanta, GA · On-site

Your Impact As the Director of Technical Support, you will be responsible for scaling and evolving our Tier 1 Technical Support organization to support a rapidly growing, global customer base. You ...

Payzli

Technical Support

Tampa, FL

Technical Support Representative About Payzli Payzli is a fast-growing payment technology company ... POS, gateway, and platform products, and you'll have a direct line to the teams building them. If ...

Payzli

Technical Support

Tampa, FL · On-site

Salary: 50,000 Technical Support Representative About Payzli Payzli is a fast-growing payment ... POS, gateway, and platform products, and you'll have a direct line to the teams building them. If ...

Jobgether

Our partner is looking for a Director - Technical Support based in Netherlands. This is a high-impact leadership role responsible for shaping and scaling a regional technical support organization ...

Boulevard

Director, Technical Support

As Director, Technical Support Engineering, you will define and scale this function as a critical ... Strong familiarity with POS systems, payments, or hardware-integrated platforms is highly preferred.

Payzli

Technical Support

Tampa, FL · On-site

$50K/yr

Technical Support Representative About Payzli Payzli is a fast-growing payment technology company ... POS, gateway, and platform products, and you'll have a direct line to the teams building them. If ...

Payroc

Manager, Technical Support

San Diego, CA

$75K - $95K/yr

Title Manager, Technical Support Operations - POS Reports to VP, Product Enablement POS About Payroc Payroc is a global payments technology company helping businesses get paid, grow faster, and ...

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Payroc

Manager, Technical Support

San Diego, CA · On-site

Title Manager, Technical Support Operations - POS Reports to VP, Product Enablement POS About Payroc Payroc is a global payments technology company helping businesses get paid, grow faster, and ...

Express Wash Concepts

POS Support Agent

Etna, OH

Tier 1 & Tier 2 Technical Support * Serve as the first point of contact for POS-related support ... directed by the POS Support Lead or POS Analyst(s). * Accurately diagnose issues and apply ...

Cyera

Director of Technical Support

New York, NY · On-site +1

$140K - $180K/yr

THE OPPORTUNITY We're looking for a Director of Technical Support who brings engineering depth, operational rigor, and the credibility to stand shoulder-to-shoulder with enterprise security teams and ...

Express Wash Inc

POS Support Agent

Etna, OH · On-site

Tier 1 & Tier 2 Technical Support * Serve as the first point of contact for POS-related support ... directed by the POS Support Lead or POS Analyst(s). * Accurately diagnose issues and apply ...

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Director Pos Technical Support information

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How much do director pos technical support jobs pay per year?

As of Jul 4, 2026, the average yearly pay for director pos technical support in the United States is $123,386.00, according to ZipRecruiter salary data. Most workers in this role earn between $70,000.00 and $183,500.00 per year, depending on experience, location, and employer.

What is the difference between Director Pos Technical Support vs Technical Support Manager?

AspectDirector Pos Technical SupportTechnical Support Manager
ResponsibilitiesOversees multiple support teams, develops strategic initiatives, manages budgetsManages daily support operations, supervises support staff, resolves escalated issues
Required CredentialsBachelor's degree, extensive experience in technical support, leadership skillsBachelor's degree, technical support experience, team management skills
Work EnvironmentStrategic planning, cross-department collaboration, higher-level decision makingOperational focus, direct team supervision, customer interaction

The main difference between a Director Pos Technical Support and a Technical Support Manager lies in scope and focus. The Director typically handles strategic planning and oversees multiple teams, while the Manager focuses on daily operations and team management. Both roles require relevant technical experience and leadership skills, but the Director's role is more strategic and higher-level.

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Director Pos Technical Support jobs near you
Director, Technical Support

Director, Technical Support

Blackpoint Cyber

Remote

$167K - $213K/yr

Full-time

Medical, Dental, Vision, Life, Retirement

Posted 5 days ago

Job description

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.
About The Role:
The Director of Technical Support is a leadership role responsible for the execution and continuous improvement of Blackpoint Cyber's technical support function. This individual will lead a team of technical support professionals, as a player-coach, dedicated to delivering timely, high-quality resolution experiences for Managed Service Provider (MSP) partners. As an AI-first leader, you will deploy agentic triage tools, drive automated Tier-1 resolution workflows, and intelligent deflection capabilities to scale the function's impact.
This role requires a leader equally comfortable at the strategic and tactical levels - someone who can architect long-term support programs while staying close to operational details that drive meaningful change. The Director of Technical Support will own the team's performance metrics and serve as a critical cross-functional partner to Engineering, Product, and Customer Success, ensuring field intelligence continuously informs the broader organization. The ideal candidate brings proven experience leading technical support organizations within cybersecurity, SaaS, or managed services environments, with a strong command of data-driven operations - including dashboard design to monitor team health, surface trends, and communicate performance insights to stakeholders. You also have hands-on experience deploying AI-powered support tools and building the frameworks that allow AI agents to operate at production scale in security-sensitive environments.
What You'll Do
  • Strategy & Execution: In conjunction with VP Customer Growth, define and drive the multi-year vision and roadmap for the Technical Support function, including the phased deployment of AI triage agents, automated Tier-1 resolution tools, and self-service capabilities, translating business objectives into measurable team-level goals and operational plans.
  • Operational Ownership: Own all support KPIs end-to-end, including NPS, MTTR, first contact resolution, escalation rate, and SLA adherence, alongside the development of new AI-era metrics: ticket deflection rate, Tier-1 automation rate, self-service resolution rate, and knowledge base coverage rate, with direct accountability for outcomes.
  • People Leadership: Recruit, develop, and retain a high-performing team of technical support engineers and team leads; define clear career paths, conduct regular coaching and performance reviews, and foster a culture of ownership and continuous improvement. Build data literacy as a core team competency, coaching support engineers to work alongside AI tools as partners, not replacements.
  • Cross-Functional Partnership: Serve as a voice of the customer internally, converting support patterns and field intelligence into actionable feedback loops with Product, Engineering, and Customer Success. Use AI-derived ticket clustering and sentiment analysis to translate high-volume signals into prioritized product input, moving from anecdotal feedback to data-led influence.
  • Incident Response Coordination: Oversee the support team's role during critical security incidents affecting MSP partners, ensuring rapid escalation, clear partner communication, and tight coordination with internal technical teams. Define and enforce human-in-the-loop protocols for AI-assisted workflows during incidents, ensuring agents escalate correctly, and governance controls hold under pressure.
  • Process & Tooling Optimization: Continuously evaluate and improve support workflows, escalation paths, and tooling (e.g., Zendesk, Zendesk AI, Salesforce , Jira) to increase resolution velocity and scale the team efficiently. Champion the adoption of agentic support tools from AI-powered triage and auto-resolution to LLM-assisted knowledge base maintenance and QA automation.
  • Knowledge Base Governance: Build and maintain a continuously improving knowledge base using AI gap detection to identify missing or outdated articles from unresolved ticket patterns and auto-draft new content for human review.
  • AI Triage & Automated Resolution Ownership: Deploy and govern AI-powered ticket triage agents and automated Tier-1 resolution workflows, targeting ~30% deflection of structured, repeatable tickets without human involvement.
  • AI Governance & Compliance: In coordination with Blackpoint's compliance team, establish governance standards for AI use in the support function, permission enforcement, complete audit trails, escalation triggers, and data handling controls that meet Blackpoint's security and compliance standards.
  • Dashboard & Data Intelligence: Design, maintain, and evangelize real-time operational dashboards that surface team health and performance metrics; share insights cross-functionally with Engineering, Product, and Senior Leadership to drive informed decision-making. Leverage AI-generated pattern detection to identify recurring ticket clusters, surface product defects, and proactively reduce support demand at its source.
  • Executive Reporting: Present support performance metrics, trend analysis, and strategic initiatives to senior leadership on a regular cadence; translate complex operational data into clear, executive-level narratives. Include AI performance dashboards showing deflection rates, automation coverage, and ROI of AI investment in the function.

What You Bring
  • 8+ years in technical support, with at least 5 years in a senior leadership role
  • Direct experience in cybersecurity, SaaS, or managed services environments demonstrated understanding of the stakes when a customer's security posture is at risk.
  • Proven track record building and scaling technical support organizations in high-growth technology companies.
  • Strong data fluency: ability to design, read, and communicate from operational dashboards; experience using support analytics to drive cross-functional decisions.
  • Deep familiarity with support tooling (e.g., Zendesk, Salesforce, Jira) including hands-on experience deploying AI features within those platforms Zendesk AI or equivalent agentic support tools and governing their performance in production.
  • Demonstrated ability to operate at multiple altitudes, engaged in technical escalations one hour, presenting to the executive team the next, without losing effectiveness at either level.
  • Excellent written and verbal communication skills; proven ability to translate complex technical issues into clear, executive-level summaries and partner-facing communications.
  • Proven track record of managing multiple priorities and delivering results in high-growth, fast-paced environments.
  • Hands-on experience deploying AI-powered support triage, automated resolution workflows, or deflection tools with measurable outcomes on deflection rate, MTTR, or SLA compliance.
  • Experience using AI-driven ticket pattern analytics to surface recurring issues to Product and Engineering reducing support demand at source rather than managing it more efficiently.
  • Familiarity with AI governance requirements in enterprise support environments: permission enforcement, audit trails, escalation trigger design, and data handling compliance (SOC 2, GDPR, HIPAA where relevant).
  • Experience leading change management for AI adoption within a support team helping engineers transition from Tier-1 ticket handlers to AI supervisors, edge case resolvers, and knowledge curators.

Qualifications
  • Experience supporting an MDR, EDR, or SOC.
  • Familiarity with the MSP channel and the dynamics of supporting partners who serve hundreds of end customers.
  • Experience building or operating 24/7 support coverage models, including AI-assisted follow-the-sun or always-on deflection for after-hours partner support.
  • CISSP, CISM, CompTIA Security+, or equivalent cybersecurity certifications.
  • Familiarity with ITSM frameworks (ITIL v4) as they apply to AI-assisted operations: incident classification, knowledge management, and continual improvement.

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.

Apply