Obsidian Security

Head of Customer Support

US Remote (East/Central)

Sponsorship not specified$165k-$199kDetected 33 days ago

SnowflakeDatabricksGCPOAuthData EngineeringLLMsAgentic AISalesforceCustomer SupportLeadership

About the role

Obsidian Security protects organizations against threats across their SaaS and identity environments.
We are not looking to grow this function by adding headcount in proportion to ticket volume.
We are looking to scale it through systems, automation, and agentic AI.

Own the support operating model and redesign it around automation and agentic AI rather than linear headcount growth.
Design, deploy, and continuously improve agentic support systems across the full lifecycle: triage, resolution, escalation, and follow-up.
Build the knowledge and data infrastructure these systems depend on, including knowledge bases, retrieval systems, and the telemetry that feeds them.
Integrate support tooling with the product, internal systems, and customer telemetry so that resolution becomes increasingly automated over time.
Partner with Product and Engineering to convert recurring support signals into product fixes and self-service capabilities.
Maintain support quality and SLAs for a technical cybersecurity customer base throughout the transition.
Lead a small, high-leverage team of support and automation engineers, hiring for technical and systems capability.
A demonstrated track record of operationalizing agentic AI or automation in a technical support environment, with measurable deflection and cost-to-serve outcomes.
Fluency in support of economics and the metrics that govern cost-to-serve and scale.
The ability to own and execute the technical roadmap for the support function end-to-end.

An engineering or technical IC background.
Our US based employees enjoy:
Personal and professional development resources
Pay Transparancy
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 accommodations@obsidiansecurity.com
Experience supporting a technical B2B SaaS product.

securing SaaS apps where business happens-Microsoft 365, Salesforce, and hundreds more.
Obsidian was built by leaders who redefined endpoint and identity security at CrowdStrike, Okta, Cylance, and Carbon Black.
Now, they're transforming how SaaS is secured.
Major announcements are on the horizon.

Our competitive benefits packages are designed to support our employees' well-being, both at work and at home.
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
For more details on our US benefits, or for information on our international benefits, please see here.
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.

Obsidian Security is the leading SaaS security platform, trusted by global enterprises like Snowflake, T-Mobile, and Algolia.
We protect 200+ organizations across North America, Europe, the Middle East, Southeast Asia, Australia, and New Zealand, including many of the world's largest Fortune 1000 and Global 2000 companies.
Founded in 2017 and backed by top investors like
Traditional people-management experience is welcome, but is not what we are optimizing for.
What we're looking for
At Obsidian, we are proud to be an equal-opportunity employer.

This listing is sourced directly from Obsidian Security's careers page and normalized into a canonical job model.