Automation-Driven Senior Support Engineer (Remote)

Obsidian; United States; Hybrid; USD 100,000 - 130,000; Full time

Benefits offered by this job

Equity

401k

Healthcare

PTO

Family leave

Professional development

Job summary

Obsidian Security is seeking a hands-on technical support engineer to own the most challenging, high-severity tickets and build scalable automation as part of a global services team. You will diagnose API, identity, and integration issues and partner with the Head of Customer Support to design and tune agentic systems that improve resolution without headcount growth.

The role emphasizes turning complex escalations into repeatable automation, with opportunities to leverage LLM-based tooling and

Qualifications

• Hands-on technical support or support engineering experience with a technical B2B SaaS product.
• Cybersecurity, identity, or SaaS security context is strongly preferred.
• Experience building or tuning automation or agentic and LLM-based tooling, or clear aptitude for doing so.
• The ability to translate messy escalations into repeatable, automatable solutions.
• Comfort operating with ambiguity in a function being actively rebuilt around technology.

Responsibilities

• Own complex, high-severity, and escalated tickets end to end, acting as the top technical escalation point before engineering.
• Diagnose deep technical issues across APIs, identity and authentication, integrations, telemetry, and product data flows.
• Partner with the Head of Customer Support to design, build, and continuously tune agentic support systems, including automated triage, resolution, and knowledge retrieval.
• Convert your own resolution work into reusable automation, playbooks, and knowledge that agentic systems can execute without human involvement.
• Identify where automation and agentic resolution fail, then close those gaps to raise deflection and automated resolution quality.
• Interface with Product and Engineering on root cause analysis, bug escalation, and permanent product fixes.
• Set the technical quality bar for the support function and mentor other engineers on it.

Skills

Technical support

SaaS security

Automation

LLM tooling

Root cause analysis

Tools

Python

LLM frameworks

API tooling

Job description

Obsidian Security is seeking a hands-on technical support engineer to own the most challenging, high-severity tickets and build scalable automation as part of a global services team. You will diagnose API, identity, and integration issues and partner with the Head of Customer Support to design and tune agentic systems that improve resolution without headcount growth.

The role emphasizes turning complex escalations into repeatable automation, with opportunities to leverage LLM-based tooling and