Remote Tech Lead, Customer Support - SaaS Security

Openkrill; United States; Hybrid; USD 165,000 - 199,000; Full time

Benefits offered by this job

Equity

401k

Healthcare

Job summary

Obsidian Security is seeking a hands-on technical leader to run customer support and lead a team of five engineers. You will own escalations, investigate complex cases with Product and Engineering, and coach the team to deliver a strong customer experience.

This role emphasizes automation and agentic AI adoption in support, partnering with teams to improve diagnostics and workflows while maintaining high service standards. Hybrid US-based location offered.

Qualifications

• Hands-on experience supporting a complex B2B SaaS, cybersecurity, identity, or infrastructure product.
• Experience leading a small technical team with coaching and operational responsibility.
• Ability to balance technical investigation, urgency, and clear communication during escalations.
• Proven track record of developing engineers and improving team practices.

Responsibilities

• 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 and coordinate resolution with Product/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, and documentation.

Skills

SaaS support

Technical leadership

Troubleshooting

APIs & integrations

Customer escalations

Automation/AI interest

Job description

Obsidian Security is seeking a hands-on technical leader to run customer support and lead a team of five engineers. You will own escalations, investigate complex cases with Product and Engineering, and coach the team to deliver a strong customer experience.

This role emphasizes automation and agentic AI adoption in support, partnering with teams to improve diagnostics and workflows while maintaining high service standards. Hybrid US-based location offered.