Senior Support Engineer: Agentic Automation for SaaS

Obsidian Security; Dallas (TX); On-site; USD 130,000 - 180,000; Full time

Benefits offered by this job

Competitive compensation with equity

401(k)

Health care including dental & vision

Flexible paid time off

12 weeks family leave

Professional development resources

Job summary

Obsidian Security seeks a Senior Support Engineer to own the toughest customer issues and to automate responses that prevent new ones. You will work within the Global Services & Delivery team, collaborating with Product and Engineering to improve systemic support capabilities.

This hands-on role demands deep debugging, resilient automation, and scalable problem-solving. The position emphasizes automating triage and resolution, with an eye toward reducing manual intervention and expanding agentic

Qualifications

• Strong hands-on technical support background for a technical B2B SaaS product.
• Cybersecurity, identity, or SaaS security context preferred.
• Experience building or tuning automation or agentic support tooling or aptitude for it.

Responsibilities

• Own complex, high-severity tickets end to end, as top technical escalation point.
• Diagnose deep technical issues across APIs, identity, integrations, telemetry, data flows.
• Design and tune agentic support systems with automated triage, resolution, knowledge retrieval.
• Convert resolutions into reusable automation, playbooks, and knowledge assets.
• Identify gaps where automation and agentic resolution fail and close them.
• Interface with Product and Engineering on root-cause analysis and fixes.
• Set the technical quality bar for support and mentor others.

Skills

Technical support

Automation

APIs

Identity & authentication

LLM tooling

Tools

Python

LLM frameworks

API debugging tools

Job description

Obsidian Security seeks a Senior Support Engineer to own the toughest customer issues and to automate responses that prevent new ones. You will work within the Global Services & Delivery team, collaborating with Product and Engineering to improve systemic support capabilities.

This hands-on role demands deep debugging, resilient automation, and scalable problem-solving. The position emphasizes automating triage and resolution, with an eye toward reducing manual intervention and expanding agentic