Tech Lead, Customer Support

Obsidian Security

. Lead, coach, and develop a team of five support engineers, including performance management, career growth, and hiring .

Posted 9/28/2026full-timeUnited StatesSenior💰 $165,000 - $199,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading and developing technical support teams while managing complex B2B SaaS and cybersecurity environments. Proficient in technical troubleshooting, customer communication, and leveraging support metrics to enhance service quality and efficiency.

Highest-signal resume keywords

Technical TroubleshootingTeam LeadershipB2B SaaS SupportCustomer Escalation ManagementAutomation and AI Integration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical TroubleshootingSaaS SupportCybersecurityAPI IntegrationPerformance ManagementCase PrioritizationQuality StandardsEscalation ManagementAutomationAI Implementation

Soft Skills

CoachingClear CommunicationSound JudgmentProblem-SolvingTeam Development

Certifications & Qualifications

Legal Authorization to Work

Industry Keywords

Identity ManagementOAuthSAMLEnterprise Application IntegrationSupport MetricsCustomer SatisfactionSLA PerformanceTechnical AssessmentSupport OperationsTroubleshooting Guidance

Tech Stack

Tools & technologies

Cyber Security

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

Significant hands-on experience supporting a complex B2B SaaS, cybersecurity, identity, or infrastructure product
Strong technical troubleshooting skills, including investigating ambiguous issues, working across APIs and integrations, interpreting logs and product behavior, and engaging Engineering effectively
Experience leading a small technical team as a people manager or technical lead with meaningful coaching and operational responsibility
Sound judgment during customer escalations, balancing technical investigation, urgency, and clear communication
Track record of developing engineers and improving team practices while staying close to technical work
Comfort using support metrics to identify problems and improve quality and efficiency
Interest in applying automation and AI to support workflows, with a practical understanding of where human judgment remains essential
Satisfactory proof of identity and legal authorization to work required for all hires
Nice to have: Experience with SaaS security, identity, OAuth, SAML, or enterprise application integrations
Nice to have: Experience leading support for security incidents or other time-sensitive customer issues
Nice to have: Experience introducing automation, AI, or self-service capabilities into a support team

Benefits

Comp & perks

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
Personal and professional development resources