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Tech Lead, Customer Support

2 hours, 41 minutes ago
United States
Full-time
Lead
Technical Lead
Software Development
Cybersecurity OAuth SAML
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 8

Description

  • Lead, coach, develop, performance-manage, and hire a team of five support engineers.
  • Manage daily support operations, including case prioritization, workload, coverage, escalations, quality standards, and customer communication.
  • Act as technical lead for complex and high-priority escalations, coordinating resolution with Product and Engineering.
  • Investigate ambiguous technical issues across APIs, integrations, logs, and platform behavior.
  • Improve team capability through case reviews, troubleshooting guidance, documentation, and coaching.
  • Own critical customer communications and maintain accountability through issue resolution.
  • Identify recurring issues and drive product fixes, diagnostics, and support-experience improvements.
  • Introduce automation and agentic AI capabilities into support workflows and train engineers on new processes.
  • Track resolution times, SLA performance, customer satisfaction, support quality, and automation impact.

Requirements

  • Significant hands-on experience supporting a complex B2B SaaS, cybersecurity, identity, or infrastructure product.
  • Strong technical troubleshooting skills across APIs, integrations, logs, and product behavior.
  • Experience leading a small technical team as a people manager or technical lead.
  • Ability to manage customer escalations while balancing urgency, investigation, and communication.
  • Track record of developing engineers and improving team practices while remaining technically involved.
  • Experience using support metrics to improve quality and efficiency.
  • Practical interest in applying automation and AI to support workflows.
  • Experience with SaaS security, identity, OAuth, SAML, or enterprise integrations preferred.
  • Experience supporting security incidents or other time-sensitive customer issues preferred.
  • Experience implementing automation, AI, or self-service support capabilities preferred.

Benefits

  • Base salary range of $165,000–$199,000 USD.
  • Equity awards and 401(k) plan.
  • Comprehensive medical, dental, and vision coverage.
  • Flexible paid time off and paid holidays.
  • 12 weeks of new parent or family leave.
  • Personal and professional development resources.
  • Remote or hybrid work options in NYC, Dallas, or Philadelphia.

Interested in this position?

Apply directly on the company website

Apply Now

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