Senior Support Engineer

🕒 Julho 20

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $100.000 - $130.000 / ano

⏰ Tempo Integral

🟠 Sênior

📞 Engenheiro de Suporte

🦅 Patrocina Visto H1B

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Obsidian Security

SiteLinkedInTodas as Vagas

51 - 200 funcionários

🔒 Cibersegurança

☁️ SaaS

💰 $90.000.000 Series C em 2022-03

Cybersecurity • SaaS

Proteja suas aplicações críticas para os negócios mitigando ameaças e reduzindo riscos com a Obsidian, a primeira solução de segurança verdadeiramente abrangente para SaaS. A empresa é apoiada por Greylock Partners, Wing, GV e Norwest Venture Partners.

Descrição

• Own complex, high-severity, and escalated tickets end to end, acting as the top technical escalation point before engineering. • Diagnose deep technical issues across APIs, identity and authentication, integrations, telemetry, and product data flows. • Partner with the Head of Customer Support to design, build, and continuously tune agentic support systems, including automated triage, resolution, and knowledge retrieval. • Convert your own resolution work into reusable automation, playbooks, and knowledge that agentic systems can execute without human involvement. • Identify where automation and agentic resolution fail, then close those gaps to raise deflection and automated resolution quality. • Interface with Product and Engineering on root cause analysis, bug escalation, and permanent product fixes. • Set the technical quality bar for the support function and mentor other engineers on it.

🎯 Requisitos

• A strong hands-on technical support or support engineering background for a technical B2B SaaS product. Cybersecurity, identity, or SaaS security context is strongly preferred. • Depth across APIs, authentication and identity, logs and telemetry, integrations, and systematic debugging. • Demonstrated experience building or tuning automation or agentic and LLM-based support tooling, or clear aptitude and appetite for doing so. • The ability to translate messy, one-off escalations into repeatable, automatable solutions. • Comfort operating with ambiguity in a function that is being actively rebuilt around technology.

🏖️ Benefícios

• 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