Head of Customer Support

About the company

Obsidian Security is a SaaS security platform used by major enterprises such as Snowflake, T-Mobile, and Algolia. The company protects more than 200 organizations across North America, Europe, the Middle East, Southeast Asia, Australia, and New Zealand, including a large number of Fortune 1000 and Global 2000 businesses.

Established in 2017 and supported by leading investors including Greylock, Obsidian was created to solve a major security challenge: protecting the SaaS applications where business work happens, including Microsoft 365, Salesforce, and many others. Its platform helps organizations lower risk, spot and respond to threats, and stop breaches before they start. The leadership team includes people who helped shape endpoint and identity security at CrowdStrike, Okta, Cylance, and Carbon Black.

As AI accelerates SaaS adoption and complexity, new risks emerge through privileged access from agentic AI tools and integrations. Obsidian focuses on identifying unusual OAuth token activity and managing integration-related risk. With strong global momentum, an expanding partner network that includes SentinelOne, Databricks, and Google Cloud, and a significant fundraise ahead, the company is scaling quickly with long-term growth and IPO readiness in view.

Role overview

Obsidian Security is looking for a leader to reshape technical support for a SaaS and identity security business. Rather than growing support by simply adding more people as ticket volume rises, the company wants this function to scale through automation, systems, and agentic AI.

This position is responsible for driving that shift. The successful candidate will redesign the support model so that most customer issues are resolved through automated and agentic workflows instead of manual intervention. While prior people leadership experience is helpful, the main focus is on someone who has already built and operated technology-led support at scale.

Key responsibilities

• Take ownership of the support operating model and redesign it to rely on automation and agentic AI instead of linear team growth.
• Plan, implement, and continually refine agentic support workflows across intake, resolution, escalation, and post-resolution follow-up.
• Create and maintain the knowledge and data systems that power automation, including knowledge bases, retrieval layers, and supporting telemetry.
• Set up and track the core performance measures that show the model is working, such as deflection rate, automated resolution rate, cost to serve, time to resolution, and CSAT.
• Connect support tools with the product, internal systems, and customer telemetry so more issues can be resolved automatically over time.
• Work closely with Product and Engineering to turn recurring support trends into product improvements and self-service options.
• Protect support quality and SLA performance for a highly technical cybersecurity customer base during the transition.
• Guide a small, high-impact team of support and automation engineers, with hiring focused on technical depth and systems thinking.

What the company is looking for

• Proven experience putting agentic AI or automation into practice in a technical support setting, with clear results in deflection and cost efficiency.
• Strong systems and engineering mindset, including comfort working with APIs, integrations, data pipelines, LLM-based tools, and support platform setup.
• Background supporting a technical B2B SaaS product; experience in cybersecurity, identity, or SaaS security is especially valuable.
• Solid understanding of support economics and the metrics used to manage scale and operating cost.
• Ability to own the technical roadmap for the support function from start to finish.

What this role is not

This is not a conventional support leadership role centered on managing larger teams as volume grows. The organization is specifically looking for someone who can scale support through technology and automation rather than through proportional headcount expansion. The role does include authority to add team members, but that hiring is meant to strengthen the support model and manage tier-three escalations, not to absorb ticket load. Traditional support leadership experience is useful, but it matters less than proven technical and automation capability.

Preferred background

• An engineering or technical individual contributor background.
• Hands-on experience building or integrating LLM and agent frameworks.
• Direct support engineering experience in a security or infrastructure product.

Benefits

US employees receive a competitive package that includes equity and a 401(k), comprehensive medical coverage with dental and vision, flexible paid time off, paid holidays, 12 weeks of parental or family leave, and personal and professional development resources.

Pay and legal information

The listed base pay range is only a guideline. Final pay for an offer will depend on factors such as location, knowledge, skills, and experience. Along with base salary, the position may include equity and, depending on the role or function, sales commission or incentive compensation.

Obsidian Security is an equal opportunity employer and values diversity. Employment requires satisfactory proof of identity and legal authorization in accordance with federal law. Reasonable accommodation requests can be directed to the company. Any information submitted with an application is handled under the company’s applicant privacy policy.

Compensation

Base salary range: USD 165,000 to USD 199,000.