Senior Support Engineer

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🔥 2 minutes ago

🇺🇸 United States – Remote

💵 $100k - $130k / year

⏰ Full Time

🟠 Senior

📞 Support Engineer

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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 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.

🎯 Requirements

• 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.

🏖️ 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