Senior Support Engineer

Obsidian Security
United States
Workplace: RemoteFull timeUSD 100,000 - 130,000Function: Solutions Engineering & Sales EngineeringSkills: ["Hands-on technical troubleshooting","Root cause analysis","Systematic debugging","Automation mindset","Mentoring"]

Own end-to-end resolution of complex, high-severity escalated tickets as the top technical escalation point before engineering. Diagnose deep issues across APIs, identity/authentication, integrations, telemetry, and product data flows. Partner with Customer Support leadership to design and continuously tune agentic support systems (triage, resolution, knowledge retrieval) and turn your fixes into automation, playbooks, and reusable knowledge. Mentor others and collaborate with Product/Engineering on root causes and permanent fixes.

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FursaFursa
Obsidian Security
Obsidian Security
1 month ago

Senior Support Engineer

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Source: Company careers pageValidated by: Fursa AI
Last checked: 15 hours agoStatus: Live

Job Summary

Own end-to-end resolution of complex, high-severity escalated tickets as the top technical escalation point before engineering. Diagnose deep issues across APIs, identity/authentication, integrations, telemetry, and product data flows. Partner with Customer Support leadership to design and continuously tune agentic support systems (triage, resolution, knowledge retrieval) and turn your fixes into automation, playbooks, and reusable knowledge. Mentor others and collaborate with Product/Engineering on root causes and permanent fixes.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Own complex, high-severity, and escalated tickets end to end, serving as the top technical escalation point before engineering.
  • •Diagnose deep technical issues across APIs, identity and authentication, integrations, telemetry, and product data flows.
  • •Design, build, and continuously tune agentic support systems (automated triage, resolution, and knowledge retrieval).
  • •Convert resolution work into reusable automation, playbooks, and knowledge that agentic systems can execute without human involvement.
  • •Interface with Product and Engineering on root cause analysis, bug escalation, and permanent product fixes, while mentoring other engineers on technical quality.

Pay and Benefits

Salary: USD 100,000 - 130,000
Equity and Bonus:Equity
Perks:Health InsuranceDentalVision401kPaid LeaveParental Leave

Key Requirements

  • •Strong hands-on technical support or support engineering experience for a technical B2B SaaS product, with cybersecurity, identity, or SaaS security context preferred.
  • •Deep knowledge across APIs, authentication and identity, logs and telemetry, integrations, and systematic debugging.
  • •Experience building or tuning automation or agentic/LLM-based support tooling, or strong aptitude and interest in doing so.
  • •Ability to convert messy one-off escalations into repeatable, automatable solutions.
  • •Comfort operating with ambiguity while the support function is rebuilt around technology.
Experience:B2B SaaSCybersecurityIdentitySaaS security
Skills:Hands-on technical troubleshootingRoot cause analysisSystematic debuggingAutomation mindsetMentoring
Languages:English
Tech Stack:APIsAuthenticationIdentityLogsTelemetryIntegrationsOAuthAutomationAgentic supportLLM-based supportRetrieval-augmented generationWorkflow automationMicrosoft GraphEntraPython

Company Brief

Obsidian Security
Provides cloud-native security solutions that detect and respond to identity- and configuration-based threats across SaaS, IaaS, and cloud identity platforms. Focuses on discovering risky exposures, prioritizing alerts, and enabling remediation for enterprise cloud environments.
Industry: Cybersecurity
Headquarters: San Mateo, United States
WebsiteLinkedIn