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Head of Customer Support

5 hours, 24 minutes ago
United States
Full-time
Lead
Customer Support
Customer and Technical Support
Cybersecurity LLM
Apply Now
Obsidian Security

Obsidian Security

Obsidian Security is a Southern California-based company at the forefront of cybersecurity, artificial intelligence, and hybrid cloud environments. They offer a comprehensive security solution for businesses, including advanced threat protection, insid...

Internet Software & Services
51-250
Founded 2017
$30M raised
View All Jobs 27

Description

  • Own the support operating model and redesign it around automation and agentic AI.
  • Design, deploy, and continuously improve agentic support systems across triage, resolution, escalation, and follow-up.
  • Build the knowledge base, retrieval systems, and telemetry infrastructure that support automation.
  • Define and track support metrics such as deflection rate, automated resolution rate, cost-to-serve, time-to-resolution, and CSAT.
  • Integrate support tooling with product systems, internal systems, and customer telemetry to increase automation over time.
  • Partner with Product and Engineering to turn recurring support issues into product fixes and self-service capabilities.
  • Maintain support quality and SLAs for a technical cybersecurity customer base during the transition.
  • Lead a small team of support and automation engineers and hire for technical and systems capability.
  • Own and execute the technical roadmap for the support function end-to-end.

Requirements

  • Demonstrated track record of operationalizing agentic AI or automation in a technical support environment with measurable deflection and cost-to-serve outcomes.
  • Strong systems and engineering orientation with comfort working with APIs, integrations, data pipelines, LLM-based tooling, and support platform configuration.
  • Experience supporting a technical B2B SaaS product.
  • Cybersecurity, identity, or SaaS security experience is strongly preferred.
  • Fluency in support economics and the metrics that govern cost-to-serve and scale.
  • Ability to own and execute the technical roadmap for the support function end-to-end.
  • Engineering or technical individual contributor background is nice to have.
  • Direct experience building or integrating LLM and agent frameworks is nice to have.
  • Hands-on support engineering experience in a security or infrastructure product is nice to have.

Benefits

  • Competitive compensation with equity and 401(k).
  • Comprehensive healthcare with dental and vision coverage.
  • Flexible paid time off plus paid holiday time off.
  • 12 weeks of new parent or family leave.
  • Personal and professional development resources.
  • Base salary range of $165,000 to $199,000 USD.
  • Eligible for equity awards, with possible sales commission or incentive compensation depending on role or function.

Interested in this position?

Apply directly on the company website

Apply Now

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