Tech Lead, Customer Support

Obsidian; United States; Hybrid; USD 165,000 - 199,000; Full time

Benefits offered by this job

Competitive compensation with equity 

Job summary

Obsidian Security in the US is seeking a hands‑on technical leader to run customer support and lead a team of five engineers, owning daily operations, escalations, and a consistently high customer experience across our SaaS and identity platforms.

You’ll be the technical lead for complex issues, partner with Product and Engineering to drive root‑cause resolution, and push automation and agentic AI into support while coaching, hiring, and shaping world‑class practices.

Qualifications

• Significant hands-on experience supporting a complex B2B SaaS product.
• Strong technical troubleshooting across APIs and integrations.
• Experience leading a small technical team with coaching and operational responsibility.
• Sound judgment during customer escalations balancing technical investigation and communication.
• Track record of developing engineers and improving team practices.
• Comfort using support metrics to identify problems and improve quality and efficiency.
• Interest in applying automation and AI to support workflows.

Responsibilities

• Lead, coach, and develop a team of five support engineers, including performance management, career growth, and hiring as the team evolves.
• Own the support team’s daily operation: case prioritization, workload, coverage, escalation paths, quality standards, and customer communication.
• Serve as the technical lead for complex and high-priority escalations; investigate issues, form technical assessments, coordinate resolution with Product and Engineering.
• Build deep expertise in Obsidian’s platform and the SaaS, identity, API, and security environments our customers rely on.
• Raise the team’s technical capability through case reviews, troubleshooting guidance, documentation, and coaching.
• Represent support in critical customer situations, providing updates, setting expectations, and owning resolution.
• Identify recurring issues and work with Product/Engineering on fixes and better diagnostics.
• Partner with the team building agentic AI systems to introduce new capabilities into support.
• Track support quality, resolution time, SLA performance, customer satisfaction, and automation impact; drive improvements.

Job description

Obsidian Security is a global leader in cyber security protecting the SaaS and non-human identity layer modern enterprises run on — from Salesforce and Snowflake to the AI agents now deployed inside them. The Obsidian Security platform gives unified visibility into every human and machine identity, app, and integration across their SaaS estate, detects identity-based and supply chain attacks in real time, and enforces least-privilege access before it's exploited. Trusted by major Fortune 500 companies T-Mobile, Workday, Snowflake, and S&P Global, Obsidian ranked No. 95 on the 2025 Deloitte Technology Fast 500™, growing nearly 1000% from 2021–2024 — helping CISOs turn an unmonitored attack surface into one they can govern with confidence. Obsidian has also been recognized by Forbes as America's Best Startup Employers in 2026.

In August 2026, Obsidian raised $85 million in Series D financing led by Crescent Cove Advisors, with participation from existing investors including Greylock Partners, Menlo Ventures, Norwest Venture Partners, IVP, Wing Ventures, and GV — pushing Obsidian's valuation to $1.1 billion, crossing into unicorn status. Obsidian is using the funding to deepen its R&D in agentic AI security and extend its platform as the standard for governing what AI agents can access and do inside third-party applications.

With global momentum, a growing partner ecosystem including SentinelOne, Databricks, and Google Cloud, and fresh capital from its Series D behind it, Obsidian is scaling rapidly toward long-term growth and IPO readiness.

Team: Global Services & Delivery

Location:[Remote / Hybrid - NYC, NY/Dallas, TX/Philadelphia, PA

About the Role:

Obsidian Security protects organizations against threats across their SaaS and identity environments. We’re looking for a hands-on technical leader to run customer support and lead a team of five support engineers.

You will be Obsidian’s technical lead for complex customer support issues: helping engineers investigate difficult cases, taking ownership of critical escalations, and working with Product and Engineering to drive them to resolution. You will also manage the team day-to-day, coaching engineers, setting priorities, maintaining coverage, and building a consistently strong customer experience.

As we introduce automation and agentic AI into support, you will help the team adopt new ways of working and use what you learn from customer issues to improve those systems. This role is suited to someone who enjoys both solving hard technical problems and developing the people who solve them.

What you’ll do

• Lead, coach, and develop a team of five support engineers, including performance management, career growth, and hiring as the team evolves.
• Own the support team’s daily operation: case prioritization, workload, coverage, escalation paths, quality standards, and customer communication.
• Serve as the technical lead for complex and high-priority escalations. Investigate issues alongside the team, form clear technical assessments, and coordinate resolution with Product and Engineering.
• Build deep expertise in Obsidian’s platform and the SaaS, identity, API, and security environments our customers rely on.
• Raise the team’s technical capability through case reviews, troubleshooting guidance, documentation, and coaching.
• Represent support in critical customer situations, providing clear updates, setting expectations, and maintaining ownership through resolution.
• Identify recurring issues and work with Product and Engineering on product fixes, better diagnostics, and improvements to the support experience.
• Partner with the team building our agentic AI systems to introduce new capabilities into support, train engineers, and provide feedback from real customer cases.
• Track support quality, resolution time, SLA performance, customer satisfaction, and the impact of automation; use those measures to improve how the team operates.

What we’re looking for

• Significant hands-on experience supporting a complex B2B SaaS, cybersecurity, identity, or infrastructure product.
• Strong technical troubleshooting skills, including the ability to investigate ambiguous issues, work across APIs and integrations, interpret logs and product behavior, and engage Engineering effectively.
• Experience leading a small technical team, either as a people manager or as a technical lead with meaningful coaching and operational responsibility.
• Sound judgment during customer escalations, with the ability to balance technical investigation, urgency, and clear communication.
• A track record of developing engineers and improving team practices while staying close to the technical work.
• Comfort using support metrics to identify problems and improve quality and efficiency.
• Interest in applying automation and AI to support workflows, with a practical understanding of where human judgment remains essential.

Nice to have

• Experience with SaaS security, identity, OAuth, SAML, or enterprise application integrations.
• Experience leading support for security incidents or other time-sensitive customer issues.
• Experience introducing automation, AI, or self-service capabilities into a support team.

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

For more details on our US benefits, or for information on our international benefits, please see here .

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.

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

$165,000 - $199,000 USD

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

For more details on our US benefits, or for information on our international benefits, please see here .

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Obsidian Security’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.