Head of Customer Support

🕒 June 19

🇺🇸 United States – Remote

💵 $165k - $199k / year

⏰ Full Time

🔴 Lead

💝 Customer Support

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Obsidian Security

WebsiteLinkedInAll Job Openings

51 - 200 employees

🔒 Cybersecurity

☁️ SaaS

💰 $90M Series C on 2022-03

Cybersecurity • SaaS

Obsidian Security is a company that specializes in providing comprehensive security solutions for Software as a Service (SaaS) applications. Their platform focuses on SaaS Security Posture Management (SSPM) and Identity Threat Detection and Response (ITDR) to deliver robust protection for both human and non-human identities within SaaS environments. Obsidian Security aims to manage excessive privileges, prevent SaaS configuration drift, achieve compliance, and protect against threats such as token compromise and spear phishing. Through machine learning and strategic partnerships, Obsidian offers deep threat insights and a consolidated view of security alerts with actionable remediation steps, ensuring end-to-end SaaS security for businesses and organizations.

📋 Description

• Own the support operating model and redesign it around automation and agentic AI rather than linear headcount growth. • Design, deploy, and continuously improve agentic support systems across the full lifecycle: triage, resolution, escalation, and follow-up. • Build the knowledge and data infrastructure these systems depend on, including knowledge bases, retrieval systems, and the telemetry that feeds them. • Define and instrument the metrics that prove the model works: deflection rate, automated resolution rate, cost-to-serve, time-to-resolution, and CSAT. • Integrate support tooling with the product, internal systems, and customer telemetry so that resolution becomes increasingly automated over time. • Partner with Product and Engineering to convert recurring support signals into product fixes and self-service capabilities. • Maintain support quality and SLAs for a technical cybersecurity customer base throughout the transition. • Lead a small, high-leverage team of support and automation engineers, hiring for technical and systems capability.

🎯 Requirements

• A demonstrated track record of operationalizing agentic AI or automation in a technical support environment, with measurable deflection and cost-to-serve outcomes. • A strong systems and engineering orientation. You are comfortable with APIs, integrations, data pipelines, LLM-based tooling, and support platform configuration. • Experience supporting a technical B2B SaaS product. Cybersecurity, identity, or SaaS security context is strongly preferred. • Fluency in support of economics and the metrics that govern cost-to-serve and scale. • The ability to own and execute the technical roadmap for the support function end-to-end.

🏖️ Benefits

• 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