Senior Support Engineer Obsidian Security

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

Benefits offered by this job

Equity

401k

Healthcare

Flexible time off

Parental leave

Job summary

HelpfulRemote in Kentucky seeks a high-skill Technical Support Engineer to own the toughest customer issues in our SaaS security platform. You will diagnose complex problems across APIs, identity systems, integrations, and telemetry, and collaborate with engineering on escalations.

You should have hands-on experience in technical B2B SaaS support, cybersecurity or identity context, strong knowledge of APIs, authentication, logs, and debugging, and an aptitude for building automation or LLM-based

Qualifications

• Hands-on technical support or support engineering experience in a technical B2B SaaS product.
• Strong knowledge of APIs, authentication, logs and debugging required.
• Experience or aptitude for building automation or LLM-based support tooling.
• Scripting skills like Python are a plus.

Responsibilities

• Own the hardest support cases and act as top escalation point before engineering involvement.
• Diagnose complex issues across APIs, identity systems, integrations and telemetry.
• Build automated support tools to reduce manual ticket handling.

Skills

APIs

Authentication

Logs

Debugging

Automation

LLM tooling

Python

Job description

This role owns the hardest support cases at a SaaS security company, acting as the top technical escalation point before engineering gets involved. You’ll diagnose complex issues across APIs, identity systems, integrations, and telemetry, then work with the Head of Customer Support to build automated and agentic support tools that reduce the need for manual ticket handling.

The company wants someone with hands-on technical support or support engineering experience in a technical B2B SaaS product, ideally with cybersecurity or identity context. Strong knowledge of APIs, authentication, logs, and debugging is required, along with experience or aptitude for building automation or LLM-based support tooling. Scripting skills like Python and familiarity with identity provider APIs are a plus.

This is a full-time individual contributor position offering equity, 401k, healthcare, flexible time off, and parental leave for US-based employees, with a base salary range of $100,000 to $130,000.

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