Obsidian Security

Customer Support

• Lead, coach, and develop a team of five support engineers, including performance management, career growth, and hiring
• Own daily support operations, including case prioritization, workload, coverage, escalation paths, quality standards, and customer communication
• Serve as technical lead for complex and high-priority escalations
• Investigate issues, form technical assessments, and coordinate resolution with Product and Engineering
• Build expertise in Obsidian’s platform and customers’ SaaS, identity, API, and security environments
• Improve technical capability through case reviews, troubleshooting guidance, documentation, and coaching
• Represent Support in critical customer situations and maintain ownership through resolution
• Identify recurring issues and work with Product and Engineering on fixes, diagnostics, and support improvements
• Partner with the agentic AI team to introduce capabilities into Support, train engineers, and provide customer-case feedback
• Track support quality, resolution time, SLA performance, customer satisfaction, and automation impact

Tech Lead, Customer Support