Head of Customer Support

2 months ago
Full-time
Lead
Customer and Technical Support
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

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

Similar Roles

Customer Support Specialist

The Everway Company Internet Software & Services

Everway is hiring a Customer Support Specialist to help customers across chat, phone, and email troubleshoot products, manage subscriptions, and access effective self-service support in a neuroinclusive technology company.

CRM Salesforce
1 hour, 12 minutes ago

Work From Home - Break Free of the 9-5

Global Elite Empire Consultants is recruiting for a remote client service leadership role focused on delivering strong customer experiences and leading teams while supporting flexible work arrangements and professional growth.

1 hour, 42 minutes ago

Work From Home - Customer Care Specialist

Global Elite Empire Consultants is hiring remote client benefits representatives to guide interested clients through benefit options and enrollment while building relationships and growing through performance.

1 hour, 42 minutes ago

Work From Home - Benefits Services Representative

Client service leadership role recruited by Global Elite Empire Consultants, focused on leading teams and delivering exceptional customer experiences in a flexible, work-from-home environment.

1 hour, 42 minutes ago

You're on a roll! Sign up now to keep applying.

Sign Up

Already have an account? Log in

Used by 14,729+ remote workers