Tech Lead, Customer Support & AI-Driven Security

Obsidian Security; Dallas (TX); Hybrid; USD 165,000 - 199,000; Full time

Benefits offered by this job

Equity

401k

Healthcare

Flexible PTO

Parental leave

Dev resources

Job summary

Obsidian Security protects organizations across their SaaS and identity environments. We are seeking a hands-on technical leader to run customer support and lead a team of five engineers, owning escalations and coordinating with Product and Engineering for resolution.

You will coach engineers, set priorities, ensure coverage, and enhance the customer experience. This role combines deep technical work with people leadership in a growing security company.

Qualifications

• Significant hands-on experience supporting a complex B2B SaaS, cybersecurity, identity, or infrastructure product.
• Strong technical troubleshooting skills across APIs and integrations with clear communication.
• Experience leading a small technical team with coaching and operations duties.
• Sound judgment during customer escalations and balanced technical investigation with urgency.
• Track record of developing engineers and improving team practices near 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 practical judgment.

Responsibilities

• Lead, coach, and develop a team of five support engineers including performance management.
• Own daily operations: cases, workload, coverage, escalation paths, and SLAs.
• Serve as technical lead for complex escalations; investigate with Product and Engineering.
• Build deep expertise in Obsidian’s platform and client SaaS environments.
• Drive improvements in diagnostics, documentation, and coaching across the team.
• Represent Support in critical customer situations and communicate progress clearly.

Skills

Technical leadership

B2B SaaS support

Troubleshooting

APIs & integrations

Escalation management

Automation & AI interest

Tools

Ticketing system

CRM systems

Job description

Obsidian Security protects organizations across their SaaS and identity environments. We are seeking a hands-on technical leader to run customer support and lead a team of five engineers, owning escalations and coordinating with Product and Engineering for resolution.

You will coach engineers, set priorities, ensure coverage, and enhance the customer experience. This role combines deep technical work with people leadership in a growing security company.