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Salary: USD 165,000 - 199,000 / annual
Obsidian Security is a unicorn-status cybersecurity company protecting SaaS and non-human identity environments. The company recently raised $85M in Series D funding and is scaling rapidly toward IPO readiness, with customers including T-Mobile, Workday, Snowflake, and S&P Global.
You will lead Obsidian's customer support function as a hands-on technical manager. You'll manage a team of five support engineers, own the team's daily operations (case prioritization, coverage, escalation paths, quality standards), and serve as the technical lead for complex and high-priority customer escalations. Your responsibilities include investigating difficult issues alongside the team, coordinating resolution with Product and Engineering, and representing support in critical customer situations.
Beyond people management, you'll build deep expertise in Obsidian's platform and the SaaS, identity, API, and security environments customers rely on. You'll raise the team's technical capability through case reviews, troubleshooting guidance, documentation, and coaching. You'll identify recurring issues and partner with Product and Engineering on product fixes and improvements to the support experience.
As Obsidian introduces agentic AI into support workflows, you'll help the team adopt new ways of working, partner with the AI systems team to introduce new capabilities, train engineers, and provide feedback from real customer cases. You'll also track support quality metrics—resolution time, SLA performance, customer satisfaction, and automation impact—and use those measures to continuously improve team operations.
This role is suited to someone who enjoys both solving hard technical problems and developing the people who solve them.
**Requirements:**
- Significant hands-on experience supporting a complex B2B SaaS, cybersecurity, identity, or infrastructure product
- Strong technical troubleshooting skills, including 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 ability to balance technical investigation, urgency, and clear communication
- Track record of developing engineers and improving team practices while staying close to 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 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
