Senior Support Engineer, Automation & Escalation (Remote)

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 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.