Technical Lead — Cybersecurity SaaS 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 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.