Obsidian Security

1 month ago

Head of Customer Support

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 8 hours agoStatus: Live

Job Summary

Lead the transformation of our technical support function to scale via systems, automation, and agentic AI. Own the support operating model, design and deploy agentic support systems, and partner with Product and Engineering to convert recurring signals into product fixes. Build data and knowledge infrastructure, define metrics, and maintain strong SLAs for a cybersecurity-focused, technical B2B SaaS customer base.

Location: United States

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Sr. Manager level

Key Responsibilities

•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.

Pay and Benefits

Salary: USD 165,000 - 199,000 annually

Equity and Bonus:Equity

Perks:Health InsuranceDentalVision401kEquity

Key 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.

Experience:SaaSCybersecurity

Skills:APIsData pipelinesLLMAutomationSupport platformIntegrationTelemetry

Languages:English

Tech Stack:APIsLLMData pipelinesAutomationTelemetry

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

Website LinkedIn

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Obsidian Security

1 month ago

Head of Customer Support

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 8 hours agoStatus: Live

Job Summary

Location: United States

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Sr. Manager level

Key Responsibilities

•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.

Pay and Benefits

Salary: USD 165,000 - 199,000 annually

Equity and Bonus:Equity

Perks:Health InsuranceDentalVision401kEquity

Key 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.

Experience:SaaSCybersecurity

Skills:APIsData pipelinesLLMAutomationSupport platformIntegrationTelemetry

Languages:English

Tech Stack:APIsLLMData pipelinesAutomationTelemetry

Company Brief

Obsidian Security

Industry: Cybersecurity

Headquarters: San Mateo, United States

Website LinkedIn