Senior Support Engineer — Automate Critical SaaS Security

DaParrot Ltd; Northern (KY); Hybrid; USD 100,000 - 130,000; Full time

Benefits offered by this job

Competitive compensation with equity

401k

Comprehensive healthcare

Flexible PTO

Parental leave

Development resources

Job summary

Obsidian Security, a leading SaaS security platform, seeks a Senior Support Engineer to own the toughest tickets and drive automation. You will diagnose API, identity, and data flow issues, and partner with the Head of Customer Support to scale our agentic support capability.

This hands-on IC role blends troubleshooting with building reusable automation and playbooks to reduce escalation volume. Join a rapidly growing team committed to scalable, secure support, with opportunities to influence

Qualifications

• Strong hands-on technical support background for a technical B2B SaaS product.
• Experience with APIs, authentication, identity, logs and telemetry.
• Experience building or tuning automation or agentic support tooling.
• Ability to translate escalations into repeatable, automated solutions.
• Comfort operating in a function being rebuilt around technology.

Responsibilities

• Own complex, high-severity 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 automation and knowledge retrieval.
• Convert resolution work into reusable automation, playbooks, and knowledge for agentic systems.
• Identify gaps where automation and agentic resolution fail, and close them 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.

Skills

APIs & identity

Automation tooling

LLM-based support

Debugging

Customer escalation handling

Tools

Python

LLM frameworks

API debugging tools

Job description

Obsidian Security, a leading SaaS security platform, seeks a Senior Support Engineer to own the toughest tickets and drive automation. You will diagnose API, identity, and data flow issues, and partner with the Head of Customer Support to scale our agentic support capability.

This hands-on IC role blends troubleshooting with building reusable automation and playbooks to reduce escalation volume. Join a rapidly growing team committed to scalable, secure support, with opportunities to influence