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Obsidian Security·USA·26 авг.
Head of Customer Support
13 750 – 16 583 $
≈ 1,2 млн–1,4 млн ₽
🌍 УдалённоSeniorПолная занятость🌐 Глобал
Платят на 108% выше медианы грейда.
Наша компания
Obsidian Security is the leading SaaS security platform, trusted by global enterprises like Snowflake, T-Mobile, and Algolia. We protect 200+ organizations across North America, Europe, the Middle East, Southeast Asia, Australia, and New Zealand, including many of the world’s largest Fortune 1000 and Global 2000 companies. Founded in 2017 and backed by top investors like Greylock, Obsidian was built to close a critical gap: securing SaaS apps where business happens—Microsoft 365, Salesforce, and hundreds more. The company does this by offering a complete SaaS security platform to reduce risk,
О роли
With AI driving rapid SaaS growth and complexity, agentic AI tools gain privileged access to sensitive data through integrations, creating new risks most security tools miss. Obsidian uniquely detects anomalous OAuth token activity and manages integration risks. Major announcements are on the horizon. Recognizing that SaaS security needs to evolve, Obsidian enables growing organizations to start w
Чем предстоит заниматься
Obsidian Security protects organizations against threats across their SaaS and identity environments. As we scale, we are deliberately rethinking how technical support is delivered. We are not looking to grow this function by adding headcount in proportion to ticket volume. We are looking to scale it through systems, automation, and agentic AI
This role owns that transition. You will re-architect the support operating model around technology to resolve the majority of customer issues through automated and agentic systems rather than human effort. Traditional people-management experience is welcome, but is not what we are optimizing for. We are looking for an operator who has already built and run technology-led support at scale
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
Наши требования
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
What this role is not
This is not a traditional people-management or org-scaling role. We are explicitly optimizing for someone who scales the function through systems and automation rather than linear headcount growth. The role has full autonomy to add headcount, but the purpose of that headcount is to improve the strategic delivery of the support model and to handle tier-three escalation management, not to absorb ticket volume. Conventional support-leadership experience is valued but secondary to demonstrated technical and automation capability
An engineering or technical IC background
Direct experience building or integrating LLM and agent frameworks
Prior hands-on support engineering experience in a security or infrastructure product
Employee Benefits
Our competitive benefits packages are designed to support our employees' well-being, both at work and at home. Our US based employees enjoy
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
For more details on our US benefits, or for information on our international benefits, please see here
Pay Transparancy
Дополнительно
Please note that the base pay range is a guideline and for candidates who receive an offer, the base pay will vary based on factors such as work location, as well as the knowledge, skills and experience of the candidate. In addition to a competitive base salary, this position is eligible for equity awards and may be eligible for sales commission or incentive compensation based on the role or function within the company
Base Salary Range
$165,000—$199,000 USD
Технологии и навыки
Obsidian Security
USA
ГрейдSenior
ЗанятостьПолная занятость
РегионСША
ФорматУдалённо
ИсточникСкрыто
Опубликовано26 авг.
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