--- title: 'IT Support Technician at Black Mountain Dynamics' canonical: 'https://feeny.ai/job/it-support-technician-black-mountain-dynamics-hq-ezp94dj5wabj' type: 'job' last_seen: '2026-10-25' --- # IT Support Technician at Black Mountain Dynamics - **Company:** Black Mountain Dynamics - **Location:** HQ - **Compensation:** $120k–$145k - **Employment:** full-time - **Work type:** hybrid - **Posted:** 2026-10-20 - **Last confirmed live:** 2026-10-25 - **Apply:** https://jobs.ashbyhq.com/black-mountain-dynamics/3d46fbb2-c353-4015-aeac-f39fa1bd28dd ## Job description IT Support Technician — Tier-2 / Primary Resolver Department: Service Delivery Role Type: Hybrid, with regular onsite client work in San Francisco Location: Must be based in San Francisco or the North Bay ## About Black Mountain Dynamics Black Mountain Dynamics secures, deploys, and supports IT infrastructure for startups, venture-backed companies, and growing organizations. We partner with innovative clients to design, deploy, and operate reliable network, security, identity, and endpoint environments that support critical business systems. Our approach emphasizes security, performance, documentation, operational resilience, and high-touch service delivery. As our client base grows, we are expanding our engineering team to support increasingly complex customer environments across multiple locations, platforms, and technical stacks. ## Role Overview We are looking for an IT Support Technician to join our growing Service Delivery team. In this role, you will own escalated technical issues, perform in-depth troubleshooting, and work directly with clients to resolve incidents and requests across end-user systems, SaaS platforms, identity, networking, endpoint security, and monitoring tools. You will also help design, deploy, and validate LAN and WLAN infrastructure for client environments. The IT Support Technician is a primary resolver for customer issues. This role requires strong technical judgment, clear communication, disciplined ticket ownership, and the ability to balance client urgency with safe, process-driven execution. Primary Mission Resolve customer issues end-to-end and deliver reliable network infrastructure while keeping clients informed, protecting uptime and security, and improving the way the team works. Core Responsibilities Ticket Ownership & Escalated Support - Own and resolve Tier-2 tickets and incidents from intake through closure, including end-user issues, SaaS platforms, identity, endpoints, network issues, monitoring alerts, and security events. - Clearly document troubleshooting steps, client communication, next actions, and resolution details in HaloPSA. - Use proper ticket categorization, notes, timers, linking, merging, handoffs, and escalation paths. Prioritize response quality, client visibility, and timely escalation when issues require senior review. Technical Triage & Systems Administration - Administer and troubleshoot common client platforms including JumpCloud, SentinelOne, PRTG, Hudu, Slack, Splashtop, and related support tools. Perform password resets, MFA support, user/group/device management, SaaS access changes, and endpoint troubleshooting. - Support Microsoft 365 and Google Workspace administration, including permissions, shared drives, mailbox access, exports, and basic PowerShell-supported tasks where appropriate. - Assist with Pax8, PagerDuty, StellarCyber, LucidChart, Avanan, Auvik, and other tools as assigned. Network Design & Implementation - Participate in the design, planning, and implementation of LAN and WLAN infrastructure. Translate network designs into precise, production-ready configurations across wired and wireless environments. Wireless Network Delivery - Deploy, configure, and validate enterprise Wi-Fi infrastructure, including site surveys, AP placement, RF tuning, and post-deployment validation. Baseline Network Security - Apply baseline network security practices, including firewall rules, VLAN segmentation, and access control, as part of standard deployment and configuration work. - This role is not security-primary, but sound security hygiene is expected. Network & NOC Support - Triage alerts from monitoring platforms such as PRTG and correlate alerts with client impact, switches, firewalls, ISPs, and known environmental issues. - Participate in NOC shift coverage and become a reliable escalation point for Tier-2 issues. Identify noisy alerts and false positives that require remediation or senior engineering review. Security & Incident Response - Support investigation and response for security alerts, endpoint detections, and suspicious activity. Use tools such as SentinelOne, firewall logs, SIEM/monitoring platforms, and ticket history to assist with detection, containment, remediation, and escalation. Follow established incident response and escalation processes. - Maintain awareness of cybersecurity trends, client risks, and operational security best practices. Identity, SSO & Device Management - Configure and troubleshoot identity workflows within JumpCloud and related identity platforms. Support SSO/SAML integrations, SCIM provisioning, JIT user creation, attribute mapping, certificate issues, and SAML assertion troubleshooting. - Assist with MDM policies for Macs and mobile devices. - Understand Apple DEP / ABM, device enrollment, encryption enforcement, and basic deployment workflows. - Escalate high-risk identity, access, or security-impacting changes for senior review where required. Documentation & Process Improvement - Maintain clear, timely, and reusable documentation in Hudu and HaloPSA so tickets, handoffs, escalations, and repeat issues are easy for the team to understand and act on. - Create and maintain troubleshooting notes, client environment updates, network diagrams, wireless survey reports, and repeatable SOPs. - Identify repeat issues, client pain points, documentation gaps, and workflow gaps; recommend improvements that reduce future tickets, improve response quality, and create better client outcomes. Help standardize repeatable work so Tier-1 and future IT Support technicians can follow consistent procedures. Mentorship & Team Contribution - Assist Tier-1 engineers with troubleshooting direction, ticket quality, escalation readiness, and customer communication. - Share knowledge with the team through documentation, ticket notes, internal discussions, and coaching. - Participate in team collaboration, shift handoffs, and operational reviews. Culture & Operating Expectations - Practice blameless problem solving by focusing on facts, solutions, ownership, and prevention instead of blame. - Keep clients and internal stakeholders informed with clear, proactive updates, and follow through until the issue is truly resolved; do not leave people wondering. - Move with urgency, but validate impact before making changes to client systems. - Ask for help early when stuck or when capacity is at risk. - Protect client data and systems using least privilege, secure handling, and BMX-worthy OPSEC. - Model BMX core values and bring a white-glove service mindset to every ticket, even when the issue is routine. Required Qualifications - Minimum of 2+ years of experience in an MSP, MSSP, IT support, network support, or security operations environment. - Strong troubleshooting skills across endpoint, SaaS, identity, networking, monitoring, and security tools. - Hands-on experience deploying and configuring LAN and WLAN infrastructure, including switches, access points, and firewalls. - Experience with ticketing systems, documentation platforms, remote support tools, and client-facing service delivery. - Experience with Microsoft 365 and/or Google Workspace administration - JumpCloud or similar identity management platform - Endpoint security / EDR tools - Network monitoring tools such as PRTG, Auvik, or similar - Firewall, VPN, VLAN and segmentation, NAT/PAT, DNS, IP addressing, DHCP vs. static assignments, and Wi-Fi troubleshooting concepts (802.1x, isolation, channels, frequency optimization) - Ability to independently resolve Tier-2 issues and escalate with clear technical context when needed. - Strong written and verbal communication skills. - Ability to manage multiple priorities. Desired Qualifications - Bachelor's or Master's degree in Networking, Cybersecurity, Computer Science or a related field. - Experience with HaloPSA or similar MSP ticketing platforms, JumpCloud, PRTG, SentinelOne, Splashtop, Avanan, StellarCyber, Pax8, or similar platforms. - Experience with wireless planning and survey tools such as Ekahau or Hamina, including predictive design, on-site surveys, and post-deployment validation. - Experience configuring or troubleshooting SSO/SAML, SCIM, JIT provisioning, MDM, Apple Business Manager, or device enrollment workflows. - Firewall experience, including policy review, VPN troubleshooting, NAT/PAT rules, and log review. - Experience mentoring junior technicians or assisting with escalation management. - Experience creating SOPs, technical diagrams, client environment documentation, or troubleshooting playbooks. - Certifications such as CCNA, CCNP, CWNA, Network+, Security+, PCNSA, or equivalent practical experience. Working Conditions - Must be based in San Francisco or the North Bay, with reliable means to travel into San Francisco regularly for client-site support, network deployments, wireless surveys, and validation work. - Availability during core support hours, with participation in scheduled NOC or on-call rotation. - Occasional evening or weekend work for infrastructure deployments, maintenance windows, incident response, or urgent client needs. - Occasional travel to other client sites in the San Francisco Bay Area, with possible travel to other U.S. locations depending on project or client requirements. ## Benefits Black Mountain Dynamics offers a comprehensive benefits package, including: - Performance-based bonuses. - Health, dental, and vision insurance. - 401(k) retirement plan with company match. - Professional development opportunities and certification reimbursement. - Paid time off and company holidays. - Flexible work arrangements where applicable. Growth Opportunity This role offers opportunities to grow into broader technical leadership positions as Black Mountain Dynamics continues to expand. Potential career paths include: - Infrastructure Architect - Tier-3 Engineer - Technical Team Lead - Security Engineer ## About Black Mountain Dynamics ## Company Overview - **One-liner**: Black Mountain Dynamics is a security-centric IT consulting and managed services firm providing enterprise-grade cybersecurity, network security, and IT support to tech startups, financial firms, and VIPs. - **Entity Type**: Private (Privately Held; no disclosed funding stage) - **Headquarters**: Mountain View, California, United States - **Founded**: 2015 - **Founders**: Rama Polefka ## Core Business - **Primary industry**: Computer and Network Security / IT Consulting - **Target customers**: Tech startups, growing mid-sized companies, small public companies (especially those needing SEC cybersecurity compliance), financial firms, and VIP private networks (B2B). - **Mission or purpose statement**: To deliver comprehensive cybersecurity and IT managed services with a white-glove touch, protecting clients from cyber threats while ensuring compliance and operational efficiency. ## Products & Services - **Managed Security**: 24/7 premium data protection, threat detection, and response services combining human expertise with cutting-edge tech. [blackmtx.com](https://www.blackmtx.com/services) - **vCISO (Virtual Chief Information Security Officer)**: Executive-level security guidance without the cost of a full-time CISO, including policy creation, incident response planning, and regulatory alignment. [blackmtx.com](https://www.blackmtx.com/services) - **IT Systems Engineering**: Design, implementation, and optimization of scalable IT infrastructures (network architecture, server configuration, cloud integration). [blackmtx.com](https://www.blackmtx.com/services) - **Managed IT Services**: Fully outsourced day-to-day IT support, system monitoring, updates, troubleshooting, and strategic guidance as an extension of the in-house team. [blackmtx.com](https://www.blackmtx.com/services) - **Cybersecurity Assessments**: Vulnerability identification through reviews of network architecture, endpoint protection, and security posture, with detailed reports and recommendations. [blackmtx.com](https://www.blackmtx.com/services) - **GRC Service (Governance, Risk, and Compliance)**: Frameworks to meet regulatory standards (e.g., SEC mandates), minimize risk of non-compliance, and build stakeholder trust. [blackmtx.com](https://www.blackmtx.com/services) - **End-User IT Support**: Resolving IT challenges quickly and empowering staff through best practices for secure technology use. [blackmtx.com](https://www.blackmtx.com/services) ## Market Standing - **Valuation/Market Cap**: Not disclosed (private company) - **Key Metric**: Annual Revenue estimated at $1 Million to $5 Million (cience.com) [cience.com](https://www.cience.com/company/black-mountain-dynamics/8387866488141574635) - **Notable Investors/Partners**: Not publicly available; no funding rounds disclosed. Tech stack includes partnerships with JumpCloud, SentinelOne, Google Workspace, Microsoft 365, and others. [linkedin.com](https://www.linkedin.com/company/black-mountain-dynamics) - **Growth Signals**: Headcount grew 160% YoY (from ~3 to 9 employees). Active hiring for Technical Project Manager and IT Solutions Architect. Recent hires (e.g., Fahd Ali for NOC operations). CEO Rama Polefka speaking at industry events. [linkedin.com](https://www.linkedin.com/company/black-mountain-dynamics) ## Competitive Advantages - **Deep expertise**: Founder Rama Polefka brings 25+ years of experience in IT and network security. [linkedin.com](https://www.linkedin.com/company/black-mountain-dynamics) - **White-glove, tailored service**: Offers personalized, compliance-ready security adapted to each client’s risk profile – not a one-size-fits-all approach. [blackmtx.com](https://www.blackmtx.com/services) - **Niche focus on small public companies**: Specialized in helping small public companies navigate SEC cybersecurity mandates, a growing regulatory requirement. [blackmtx.com](https://www.blackmtx.com/) - **24/7 managed protection**: Combines human expertise with advanced tools for around-the-clock vigilance. [blackmtx.com](https://www.blackmtx.com/services) ## Strategic Focus - **Scaling the team**: Actively hiring for technical roles (IT Solutions Architect, Technical Project Manager) to support growth and multiple simultaneous deployments. [linkedin.com](https://www.linkedin.com/company/black-mountain-dynamics) - **Expanding service offerings**: Continued emphasis on vCISO and GRC services to meet rising compliance demands, especially for SEC-regulated companies. [blackmtx.com](https://www.blackmtx.com/services) - **Deepening cybersecurity capabilities**: Recent hire for NOC operations signals investment in 24/7 monitoring and response. [linkedin.com](https://www.linkedin.com/company/black-mountain-dynamics) ## Why Work Here - **Culture**: Small, security-focused team (9 employees) with a “white-glove” service ethos. Emphasis on responsiveness and going the extra mile for clients. [blackmtx.com](https://www.blackmtx.com/) - **Work environment**: Based in Mountain View, CA (Bay Area). Likely office-based with some remote flexibility; roles involve client site deployments (e.g., Technical Project Manager manages 10+ simultaneous site deployments). [linkedin.com](https://www.linkedin.com/company/black-mountain-dynamics) - **Compensation**: Average annual salary for employees in the US is approximately $114,973 (hourly ~$55), with roles ranging from $101k to $130k; highest paying role is Director, Finance & Operations at ~$208k. [salary.com](https://www.salary.com/research/company/black-mountain-dynamics-inc-salary) - **Growth opportunity**: Joining a rapidly growing company (160% headcount growth) offers significant impact and career development in a niche cybersecurity/IT consulting space. ## Sources 1. [blackmtx.com](https://www.blackmtx.com/) 2. [blackmtx.com - Services](https://www.blackmtx.com/services) 3. [linkedin.com](https://www.linkedin.com/company/black-mountain-dynamics) 4. [cience.com](https://www.cience.com/company/black-mountain-dynamics/8387866488141574635) 5. 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