BLACKCLOAK

QA Engineer

• Perform rigorous manual testing across our entire suite of products, including our web-based SaaS platform, iOS and Android mobile applications, and macOS and Windows desktop clients.
• Create, maintain, and execute test automation scripts for repetitive tasks.
• Analyze product requirements, user stories, and technical specifications to create, document, and maintain detailed and well-structured test plans and test cases.
• Identify, isolate, and meticulously document defects in our bug tracking system (e.g., Jira).
• Develop and execute regression test suites to ensure that new features or bug fixes do not negatively impact existing functionality.
• Work in an Agile environment, actively participating in sprint planning, stand-ups, and retrospectives.
• Pay special attention to testing security features, access controls, data privacy rules, and encryption integrity.
• Collaborate across teams to contribute to the continuous improvement of our QA processes, tools, and methodologies to increase efficiency and test coverage.

QA Analyst

Software Engineer

• Ensure every customer across our enterprise portfolio achieves measurable success and realizes maximum value from the BlackCloak features, product, and platform offering.
• Operate within the Operations organization, acting as the critical cross-functional link that educates, enables and affirms customers are taking full advantage of their subscription based on their personal digital protection needs.
• Work cross functionally with GTM, Product, and Account Success teams to translate features into value for members through various delivery channels such as email, in-app, videos, webinars, and other effective means of communication.
• Develop more sophisticated playbooks based on customer needs and automation, while maintaining BC's signature personalized concierge approach.

Head of Value Engineering, Client Success Operations

Product Designer

• Help shape exceptional user-centric mobile and web applications across multiple platforms.
• Contribute both design execution and system-level thinking.
• Work closely with our product team to understand business requirements.
• Apply knowledge of design principles to propose UI/UX design solutions.
• Work with development team members to assess feasibility and coordinate design and implementation of solutions.

Lead Product Designer

Security Operations

• Serve as the technical expert for EDR/MDR/XDR platforms (e.g., CrowdStrike, SentinelOne, Defender, CarbonBlack). Responsibilities include setup, continuous operation, complex query response, and strategic vendor evaluation.
• Demonstrate strong knowledge of consumer and enterprise-grade networking equipment (e.g., Palo Alto, Meraki, Araknis, Fortinet, Eero, Orbi, Google, Aruba) to diagnose and secure home networks.
• Deep knowledge of networking tools (VPN, Network Sniffers), consumer AV (Trend, BitDefender, Norton, McAfee), 2FA variants, and password management (1Password) to assist in the diagnosis and triaging of complex incidents but also to develop and delivery client solutions.
• Maintain deep expert knowledge of Google Workspace and Microsoft 365 (O365), and understand Mobile Device Management (MDM) and Remote Monitoring and Management (RMM) solutions (e.g., JAMF, Kaseya) for growing and scaling the service.
• Act as a technical SME for the Product team, ensuring the BlackCloak product is architected and positioned to never interfere with a client's complex, existing systems.
• Own the planning and execution of complex, large-scale migrations (e.g., swapping all client EDR platforms in under 30 days), ensuring pre-emptive strategic deployment to facilitate seamless transitions.
• Serve as a peer-level expert on Incident Response, working alongside senior staff on complex investigations involving account takeover (email, finance, social media), network breaches, and sophisticated malware/virus analysis.
• Lead the triage process for all incoming cyber, computer, network, and device incidents, establishing the initial root cause, containment strategy, and path to resolution.
• Possess practical experience and deep knowledge of penetration testing methodologies and vulnerability management across diverse client environments.
• Provide expert-level support and solution design for patching, backups, and encryption across all major operating systems: Windows, macOS, iOS, and Android.
• Understand the complex interactions of all deployed client tools (both commercial and proprietary) to anticipate and resolve conflicts or interferences.
• Proactively monitor and assess global cybersecurity, IT, and high-tech news, providing actionable intelligence on how emerging threats and technology impact the BlackCloak service model.
• Maintain a strong understanding of financial crime, identity theft, scams, and fraud targeting executives, classifying these threats as potential "Company Killers" for clients.
• Utilize basic forensic techniques to secure evidence and conduct initial analysis post-incident.

Head of Cyber Operations – Client Solutions

Director

• Lead, mentor, and coach a team of Technical Account Managers.
• Manage performance, conduct regular one-on-ones, and foster a positive, high-performing team culture.
• Deeply understand the product's capabilities, especially from a security and/or technical perspective.
• Oversee the successful technical onboarding of all new clients onto our application.
• Ensure a smooth and efficient process that sets customers up for long-term success.
• Manage a team that provides both reactive and proactive support.
• Ensure timely and effective resolution of customer issues and inquiries.
• Create and manage a rotating team schedule that provides technical support coverage from 8 AM to 2 AM, Monday through Sunday.
• Identify opportunities to improve team efficiency, communication, and overall service quality.
• Develop and implement best practices for client support and issue resolution.
• Act as a point of escalation for high-priority customer issues.
• Advocate for customer needs internally, working closely with product, engineering, and sales teams to drive solutions and improve the customer experience.
• Define, track, and report on key performance indicators (KPIs) for the team, such as response time, resolution time, support satisfaction scores (CSAT), and team productivity.

Director, Technical Success

• Develop a comprehensive client nurture strategy, mapping the customer lifecycle (onboarding, adoption, retention, advocacy) to identify key touchpoints and moments of truth.
• Establish and optimize automated processes and AI tools across the client lifecycle to create economies of scale, ensuring consistent, high-quality success outcomes for a growing member base.
• Implement scalable, automated nurture campaigns (email, in-app messaging, webinars, etc.) to drive adoption of features, provide proactive support, and educate clients on best practices.
• Define client segmentation strategies based on usage data, tenure, industry, and value tier to deliver highly personalized and relevant content.
• Collaborate with the Member Success and Account Success teams to ensure the automated nurture programs effectively complement the high-touch engagement for enterprise and strategic accounts.
• Collaborate with Onboarding and Support teams to ensure a seamless client/member integration into our cybersecurity and privacy platform and services.
• Collaborate with Value Success, Marketing and Product teams to develop the right content assets for each stage of the nurture journey.
• Oversee the execution of nurture programs within our CRM and/or Member Success platforms.
• Collaborate with Value Success to create internal documentation and training for the broader success team on how to leverage and reinforce the initiatives within the nurture program.
• Establish clear Key Performance Indicators (KPIs) for the nurture program, including adoption rates, engagement scores, time-to-value, churn reduction, and net promoter score (NPS).
• Continuously monitor program performance, conduct A/B testing on messaging and delivery channels, and use data-driven insights to refine the strategy and maximize results.
• Deliver regular, concise reports to executive leadership on the health of the client base and the impact of the nurture programs.
• Participate in onboarding and client nurture sessions as applicable.
• Serve as the escalation point for any client issues (managing those issues until closure) as well as an escalation point outside of standard work hours, including nights and weekends, or as needed.
• Ensure client feedback and experiences (positive and negative) are escalated and shared with the applicable teams within BlackCloak.
• Work closely with cross-functional teams, including Security, Sales, Marketing, Enterprise Relationships, Product, Engineering, Operations, and Technical Support, to ensure a cohesive and client-centric approach.
• Act as a player-coach, providing support and expertise, while also managing the team's overall success.
• Contribute to client communications and education initiatives.
• Maintain working knowledge of BlackCloak’s solutions, platform features and best practices.
• Support external and internal customer-facing initiatives and events.

Director, Enterprise Member Success

• Review, design, and implementation of new Security Tools - support administration across tools such as SIEM, EDR, CNAAP, Email Security, and others.
• Support security and risk assessments for new tools, vendors, and relationships with broader Security and IT team.
• Assist in development of new threat detections, playbooks, and automated response/remediation
• Support triage and response of security alerts, as an escalation point from the broader team.
• Participate in supporting security on-call rotation
• Strengthen Zero Trust posture by expanding usage of Cloudflare WARP, WAF, other Zero Trust tooling and principles
• Collaborate with the IT team to enhance endpoint security policies within EDR tools such as SentinelOne, Crowdstrike, as well as secure hardening standards into MDM
• Support design and implementation of IAM best practices/principles for workforce and client identity, leveraging tools such as; Google IDP, Okta, Auth0, Zitadel
• Mature Zero Trust alerts and controls across risk-based alerting, posture checks
• Incorporation of Zero Trust principles into new programs and architecture designs
• Support application security program strategy and implementation, including but not limited to various controls towards a “shift-left” security model, Security Champions program, adoption and implementation of SAST, DAST, other application security tools.
• Assist in maturation of the Secure SDLC, including threat modeling, security architecture and requirements guidance, as well as secure code development training.
• Work directly with developers to triage findings, provide remediation guidance, and foster a security-first culture.
• Manual testing support for light red teaming such as POC’ing vulnerabilities, leading penetration tests via vendor engagements and/or internally led testing, and validating security findings.
• Partner with Engineering, DevOps, to secure GCP, AWS environments
• Leverage Cloud Security tools such as CNAAP, to remediate discovered misconfigurations, vulnerabilities, and triage of Cloud Security alerts.
• Support development and implement secure infrastructure baselines, vulnerability management processes, secrets managements, IAM, and hardening standards within the cloud environment.
• Incorporation of shift-left security tests and controls, into CI/CD pipelines
• Help expand monitoring capabilities within tools such as SIEM, CNAAP, including implementation of required cloud architecture/logging, onboarding of log sources to security tools, and detection rules for cloud-based threats.

Security Engineer – Security Operations, Zero Trust

Account Executive

• As a BlackCloak Account Executive, you’ll be responsible for your territory strategy, pipeline development, and working as a trusted advisor with prospects, resulting in bookings and revenue attainment in excess of your goals.
• You will both develop your own pipeline from your outbound efforts, by working marketing leads, and responding to inbound inquiries.
• Reporting to the Head of Enterprise Sales, you will contribute directly to top line revenue of the company taking into account client satisfaction, profitability, and other corporate revenue objectives.
• You should be the type of person who enjoys building something from scratch, especially developing a territory in a new product category. You will be a trusted advisor to your prospects and be a thought leader in the community.

Account Executive – Mid-Market

Security Engineer

• Protect corporate executives and high-profile individuals
• Mitigate risks to families, companies, reputation, and finances
• Defend clients’ digital lives from hackers, privacy leaks, and identity theft
• Support corporate security, information technology operations, and compliance
• Design, deploy, and support technology solutions

Operations

• Own and administer various tools such as Salesforce, SalesLoft, LeanData, SalesNavigator, & LeadIQ.
• Ensure data hygiene and integrity across platforms
• Optimize integrations of various tools & platforms
• Assist sales leadership with modeling, predictive analysis & future planning
• Coordinate with cross functional teams such as Marketing, Product, Success & Finance on data integrity, reporting & trending.
• Troubleshoot and remediate issues which may inhibit the team from utilizing tools

Director, Sales Operations

Account Manager

• Build and maintain relationships with enterprise clients
• Gain an understanding of clients' primary needs and support their cybersecurity efforts
• Work collaboratively with the sales, delivery, and security teams to support the seamless onboarding and implementation of BlackCloak solutions
• Provide ongoing support to clients, helping them maximize the value of our services
• Monitor client accounts and identify potential issues, recommending solutions as needed
• Communicate updates and utilization highlights to clients
• Work with internal teams to address client needs and ensure satisfaction
• Support a consistent and positive client experience across their journey
• Collaborate with cross-functional teams to support client issues and enhance the customer experience
• Gather client feedback and provide insight for product improvement and enhance overall client experience.
• Utilize CRM to track activity, analyze data, and identify trends
• Support efforts to achieve key metrics such as Net Revenue Retention (NRR), logo retention, Onboarding, and Utilization among clients

Enterprise Relationship Manager

Full-stack Engineer

• Collaborate closely with AI engineers, software engineers, product leaders, and security experts to advance our AI roadmap
• Be the essential bridge between AI research and the core product.
• Take advanced models and intelligent agents created by AI engineers and build robust, scalable infrastructure and APIs.
• Ensure AI capabilities are powerful, reliable, fast, and seamlessly integrated into client protection services.
• Work directly with our software architect to ensure our platform is compatible with our approach to build AI native products and services.

FullStack Software Engineer

• Responsible for territory strategy and pipeline development
• Work as a trusted advisor with prospects, leading to bookings and revenue attainment
• Develop own pipeline from outbound efforts and respond to inbound inquiries
• Report to Head of Enterprise Sales, contributing to top-line revenue, client satisfaction, and profitability
• Build relationships with key decision-makers in information security departments across various industries

Account Executive – Enterprise

Security Analyst

• Monitor and triage security alerts from a variety of sources including SIEM (SecOps, Sentinel), EDR (SentinelOne, CrowdStrike) and cloud security platforms like Wiz, Orca.
• Serve as a primary responder for security incidents, executing the incident response lifecycle from initial detection and containment to eradication and recovery.
• Support development of threat detection library, including incorporating threat intelligence, tuning within security tools, and SOAR response actions.
• Maintain and draft SOP’s and supporting documents for the Incident Response Plan and strategy
• Analyze phishing attempts, malware, and other cyber threats; partner with Security Engineering to devise additional security controls, administer email security, EDR, ZTNA, and other security tooling configurations to block emerging threats.
• Participate in a 24/7 on-call rotation to respond to critical security incidents.
• Support triage and response for compliance alerts and requests, enabling the continuous compliance program at BlackCloak using tools such as Vanta, Drata.
• Prepare and present detailed incident reports and security metrics to technical and leadership audiences.

Senior Security Analyst

AI Engineer

• End-to-End Model Development: Own the entire lifecycle of AI/ML models, from initial research and experimentation to production deployment. You'll design, develop, and train models from the ground up, including neural networks, GBMs, and large language models (LLMs).
• Build and Scale Production Pipelines: Take models from the lab to a live, deployable service. Collaborate with DevOps and Software Engineering to build robust MLOps pipelines that take trained models and LLM agents into our production environment. Ensure model evals and observability enable scalable retraining and iteration to maximize performance over time.
• Validate and Communicate: Apply a data-driven approach to design and execute rigorous experiments. You'll track key performance metrics and communicate results to both technical and non-technical stakeholders to help inform go/no-go decisions on new initiatives.
• Research & Ideation: Conduct research and evaluate new machine learning and AI techniques to solve complex problems related to digital security, threat detection, and data analysis.

Client Services Representative

• - Exceed monthly, quarterly, and annual revenue goals to continue our explosive growth.
• - Build relationships with key decision-makers in family offices and HNW households.
• - Illuminate the BlackCloak story and describe our product in non-technical terms to non-technical buyers.
• - Self-directed prospecting (specifically Family Offices), product demonstrations (remote and live), pipeline management and educating prospects about cyber crime and cyber security remedies.
• - Other duties as assigned.

Account Executive, Private Client Services

- Protect corporate executives and high-profile individuals in their personal lives from digital threats
- Responsible for territory strategy, pipeline development, and serving as a trusted advisor to prospects
- Develop pipeline via outbound efforts, marketing leads, and inbound inquiries
- Report to Head of Enterprise Sales and contribute to top-line revenue, client satisfaction, and profitability
- Build territory from scratch in a new product category and act as a thought leader
- Support sales activities primarily in Texas, Oklahoma, Louisiana, or Arkansas

Account Executive, Enterprise

Sales Engineer

- Protect corporate executives and high-profile individuals in their personal lives, mitigating risks to families, companies, reputation, and finances.
- Defend clients’ digital lives from hackers, privacy leaks, and identity theft.
- Act as Sales Engineer SME from early meetings through handoff to security operations and customer success.
- Respond to technical presales artifacts (RFIs, RFPs, vendor questionnaires) and assist with security assessments.
- Partner with enterprise account executives and private client services teams to meet or exceed quotas.
- Public speaking at events, conferences, and partner engagements.
- Work with channel and partner communities to demonstrate BlackCloak’s value.
- Collaborate with product, engineering, and marketing to provide feedback and support product announcements and events.
- Travel regionally and nationally for on-site presentations, conferences, and events < 25%.