Senior Support Engineer

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

Benefits offered by this job

Equity

401k

Healthcare

PTO

Parental leave

Development resources

Job summary

Obsidian Security is seeking a Senior Support Engineer to own the toughest tickets and scale support through automation. You will resolve high‑severity escalations, diagnose across APIs, identity, and integrations, and collaborate with Product and Engineering to drive permanent fixes.

This hands‑on IC role also involves turning resolutions into reusable playbooks, designing agentic support systems, and mentoring peers to raise the technical bar for the team.

Qualifications

• Hands-on technical support or support engineering in a technical B2B SaaS product.
• Cybersecurity, identity, or SaaS security context preferred.
• Experience building automation or agentic/LLM-based support tooling.
• Ability to translate escalations into repeatable, automatable solutions.
• Comfort operating with ambiguity in a function being 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 tune agentic support systems, including automated triage, resolution, and knowledge retrieval.
• Convert your resolution work into reusable automation, playbooks, and knowledge that agentic systems can execute.
• Identify gaps where automation and agentic resolution fail, then close them to improve deflection and resolution quality.
• Interface with Product and Engineering on root cause analysis, bug escalation, and permanent fixes.
• Set the technical quality bar for the support function and mentor other engineers.

Skills

Technical support

SaaS security

APIs

Authentication

Telemetry

Automation

LLM tooling

Education

Bachelor's degree in Computer Science or related

Tools

Python

LLM frameworks

Workflow automation

Job description

Obsidian Security is the leading SaaS security platform, trusted by global enterprises like Snowflake, T‑Mobile, and Algolia. We protect 200+ organizations across North America, Europe, the Middle East, Southeast Asia, Australia, and New Zealand, including many of the world’s largest Fortune 1000 and Global 2000 companies.

Founded in 2017 and backed by top investors like Greylock, Obsidian was built to close a critical gap: securing SaaS apps where business happens—Microsoft 365, Salesforce, and hundreds more. The company does this by offering a complete SaaS security platform to reduce risk, detect and respond to threats, and prevent breaches at the source. Obsidian was built by leaders who redefined endpoint and identity security at CrowdStrike, Okta, Cylance, and Carbon Black. Now, they’re transforming how SaaS is secured.

With AI driving rapid SaaS growth and complexity, agentic AI tools gain privileged access to sensitive data through integrations, creating new risks most security tools miss. Obsidian uniquely detects anomalous OAuth token activity and manages integration risks. Major announcements are on the horizon. Recognizing that SaaS security needs to evolve, Obsidian enables growing organizations to start with a lightweight, prevention‑focused browser extension and expand coverage over time.

With global momentum, a growing partner ecosystem including SentinelOne, Databricks, and Google Cloud, and a major fundraise ahead, Obsidian is scaling rapidly toward long‑term growth and IPO readiness.

Senior Support Engineer

Team: Global Services & Delivery Location: [Remote / Hybrid - specify] Reports to: Head of Customer Support

About the role

Obsidian Security protects organizations against threats across their SaaS and identity environments. This role sits at the technical center of how we deliver support. It has two mandates. First, you own our hardest problems: complex, high‑severity, and escalated tickets that require deep technical diagnosis. Second, you help build the systems that will let us scale support through technology rather than headcount, partnering directly with the Head of Customer Support to design and operationalize our agentic support capability.

This is a hands‑on individual contributor role for someone who is equally comfortable resolving the toughest customer issue in the queue and turning that resolution into automation that prevents the next one.

What you'll do

• 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.

What we're looking for

• A strong hands‑on technical support or support engineering background for a technical B2B SaaS product. Cybersecurity, identity, or SaaS security context is strongly preferred.
• Depth across APIs, authentication and identity, logs and telemetry, integrations, and systematic debugging.
• Demonstrated experience building or tuning automation or agentic and LLM‑based support tooling, or clear aptitude and appetite for doing so.
• The ability to translate messy, one‑off escalations into repeatable, automatable solutions.
• Comfort operating with ambiguity in a function that is being actively rebuilt around technology.

Nice to have

• Scripting or coding ability, for example Python, and comfort debugging at the API level.
• Experience with LLM and agent frameworks, retrieval‑augmented generation, or workflow automation.
• Familiarity with identity provider and SaaS administrative APIs, such as Microsoft Graph and Entra, or comparable platforms relevant to SaaS security.

Employee Benefits

Our competitive benefits packages are designed to support our employees' well‑being, both at work and at home. Our US based employees enjoy:

• Competitive compensation with equity and 401k
• Comprehensive healthcare with dental and vision coverage
• Flexible paid time off and paid holiday time off
• 12 weeks of new parent or family leave
• Personal and professional development resources

Pay Transparancy

Please note that the base pay range is a guideline and for candidates who receive an offer, the base pay will vary based on factors such as work location, as well as the knowledge, skills and experience of the candidate. In addition to a competitive base salary, this position is eligible for equity awards and may be eligible for sales commission or incentive compensation based on the role or function within the company.

Equal Opportunity

At Obsidian, we are proud to be an equal‑opportunity employer. We value diversity and hire for talent, passion, and compassion. In compliance with federal law, all persons hired will be required to submit satisfactory proof of identity and legal authorization. If you have a need that requires accommodation, please contact [e-mail]

Information collected and processed as part of any job applications you choose to submit is subject to Obsidian’s Applicant Privacy Policy.

Base Salary Range

$100,000—$130,000 USD