Triage Specialist, BlackCloak
Pacific Time Zone
$50-55k
+ Equity
Digital executive protection
Job no longer available
Digital executive protection
101-200 employees
Job no longer available
$50-55k
+ Equity
101-200 employees
Company mission
To protect the digital lives of those at great risk.
Role
Who you are
- The right candidate is someone who thrives at connecting with clients on a daily basis to help answer technical questions
- The ideal candidate will have a strong background in technical support with a good working knowledge of all types of consumer technology products (macOS, iOS, Android, Windows)
- You should be the type of person that exhibits passion for delivering outstanding and memorable experiences and delighting clients
- The ideal candidate will have around 2 years of experience in a technical support role
- Industry recognized information technology certifications a plus: CompTIA ITF+, CompTIA A+ or CompTIA Networking+
- Technical knowledge of operating systems such as Windows, macOS, iOS or Android
- Operate independently and efficiently to manage multiple tasks and priorities simultaneously
- Strong communication skills and ability to interface with clients
What the job involves
- BlackCloak is looking for a dynamic individual with IT help desk experience to join our Operations Team. This is an entry level role with the possibility of future job growth into cybersecurity or client success roles.
- The Triage Specialist will be an independent contributor and a critical part of the BlackCloak team that will provide objective analysis to identify and solve problems for our clients. If you have a strong interest in furthering your knowledge in cybersecurity and privacy this is a great entry level position to get you started
- This is an external, client-facing role that will be integral in responding to client inquiries.
- You will be responsible for communicating directly with clients, primarily through phone, video conferencing and email. You will work closely with our Client Success, Cybersecurity and Product teams to ensure a flawless experience with BlackCloak.
- Answer and respond quickly and appropriately to customer questions, needs and requests and coordinate resources to meet those needs
- Participate as a tier 1 support technician as part of an on-call rotation
- Assist clients with technical support questions and issues
- Manage tickets and ticket queues ensuring all tickets are responded to within SLA’s
- Working knowledge of providing privacy and identity theft advice and guidance to clients on demand
- Manage and record client interactions within the CRM platform
- Contribute to client communications and education initiatives
- Maintain working knowledge of BlackCloak’s solutions, platform features and best practices
- Participate in knowledge transfer sessions, product training and other strategic initiatives as needed
- This position will rotate between 1st (day) and 2nd (evening) shifts supporting Eastern, Central, Mountain and Pacific Time Zones. Working hours will primarily be M-F 3pm-11pm PST
- Participate in on-call shifts including nights and weekends, or as needed
Our take
As international cybersecurity efforts have strengthened corporate and state environments, cybercriminals are focusing more on individuals. High-net-worth and high-profile individuals are softer targets. And, whilst cybersecurity and defence companies focus on protecting larger networks, these people do not have a platform to fortify their digital assets.
BlackCloak provides this missing safety with digital executive protection for family offices and individuals, delivering a triple-pronged suite of digital guidance, concierge and automation tools. Its data hardening and financial safeguarding are complemented by location tracking and cyberstalking protection, reaching out of the digital space and into physical protection too.
The company differentiates itself in the crowded cybersecurity market by this focus on the individual over the company. And, with 28% of ultra-high-net-worth families, family offices and family businesses experiencing cyberattacks, it has a lot of potential. Investors think so too, investing funds that will be directed into further enhancing its platform.
Freddie
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 4 rounds)
Sep 2024
$17m
SERIES B
Jul 2021
$11m
SERIES A
Total funding: $30.7m
Company benefits
- Fully remote
- Medical, Dental & Vision
- Flexible hours
- Generous Vacation Policy
- Competitive salary
- HSA
- Periodic Offsites
- 401k with employer match
- Home Office Stipend
Company HQ
Central Business District, Orlando, FL
Leadership
Christopher Pierson
(Founder & CEO)Currently a Distinguished Fellow at Ponemon Institute and National Advisory Board Member at SecureWorld Expo. Was a Board Advisor at ViewPost and sat on the Advisory Committee for Data Privacy and Integrity Advisor for the US Department of Homeland Security.
Ingrid Gliottone
(Customer Experience Officer)Prior to joining bLackCloak in 2019, Ingrid was a Director of Customer Success at ProcessUnity and a Director of Information Assurance at Viewpost. She also spent nearly 7 years at Citizens Financial Group, joining as a Risk Specialist before becoming a Risk Associate and Third Party Assurance Analyst.
Chris Linde
(Chief Administrative Officer & General Counsel)Previously, Chris was an Attorney at Losey and Burr & Forman, COO & General Counsel at Habitat for Humanity Greater Orlando & Osceola County, and an Associate General Counsel at Viewpost.
Rob Duncan
(CRO)Rob joined BlackCLoak in 2022 as VP of Global Sales, moving into the role of CRO in 2025. Prior to BlackCloak, he was a VP of Global Sales at Theta Lake, VP of Americas West & LATAM at Forescout Technologies and VP of Sales, Americas at Avi Networks.
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