Team: Global Services & Delivery

Location: [Remote / Hybrid - NYC, NY/Dallas, TX/Philadelphia, PA

About the Role:

Obsidian Security protects organizations against threats across their SaaS and identity environments. We’re looking for a hands-on technical leader to run customer support and lead a team of five support engineers.

You will be Obsidian’s technical lead for complex customer support issues: helping engineers investigate difficult cases, taking ownership of critical escalations, and working with Product and Engineering to drive them to resolution. You will also manage the team day-to-day, coaching engineers, setting priorities, maintaining coverage, and building a consistently strong customer experience.

As we introduce automation and agentic AI into support, you will help the team adopt new ways of working and use what you learn from customer issues to improve those systems. This role is suited to someone who enjoys both solving hard technical problems and developing the people who solve them.

What you’ll do

• Lead, coach, and develop a team of five support engineers, including performance management, career growth, and hiring as the team evolves.
• Own the support team’s daily operation: case prioritization, workload, coverage, escalation paths, quality standards, and customer communication.
• Serve as the technical lead for complex and high-priority escalations. Investigate issues alongside the team, form clear technical assessments, and coordinate resolution with Product and Engineering.
• Build deep expertise in Obsidian’s platform and the SaaS, identity, API, and security environments our customers rely on.
• Raise the team’s technical capability through case reviews, troubleshooting guidance, documentation, and coaching.
• Represent support in critical customer situations, providing clear updates, setting expectations, and maintaining ownership through resolution.
• Identify recurring issues and work with Product and Engineering on product fixes, better diagnostics, and improvements to the support experience.
• Partner with the team building our agentic AI systems to introduce new capabilities into support, train engineers, and provide feedback from real customer cases.
• Track support quality, resolution time, SLA performance, customer satisfaction, and the impact of automation; use those measures to improve how the team operates.

What we’re looking for

• Significant hands-on experience supporting a complex B2B SaaS, cybersecurity, identity, or infrastructure product.
• Strong technical troubleshooting skills, including the ability to investigate ambiguous issues, work across APIs and integrations, interpret logs and product behavior, and engage Engineering effectively.
• Experience leading a small technical team, either as a people manager or as a technical lead with meaningful coaching and operational responsibility.
• Sound judgment during customer escalations, with the ability to balance technical investigation, urgency, and clear communication.
• A track record of developing engineers and improving team practices while staying close to the technical work.
• Comfort using support metrics to identify problems and improve quality and efficiency.
• Interest in applying automation and AI to support workflows, with a practical understanding of where human judgment remains essential.

Nice to have

• Experience with SaaS security, identity, OAuth, SAML, or enterprise application integrations.
• Experience leading support for security incidents or other time-sensitive customer issues.
• Experience introducing automation, AI, or self-service capabilities into a support team.