Senior Support Engineer

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, detect and respond to threats, and prevent breaches at the source. Obsidian was built by leaders who redefined endpoint and identity security at CrowdStrike, Okta, Cylance, and Carbon Black. Now, they’re transforming how SaaS is secured. 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 with a lightweight, prevention-focused browser extension and expand coverage over time. With global momentum, a growing partner ecosystem including SentinelOne, Databricks, and Google Cloud, and a major fundraise ahead, Obsidian is scaling rapidly toward long-term growth and IPO readiness. Senior Support Engineer Team:  Global Services & Delivery  Location:  [Remote / Hybrid - specify]  Reports to:  Head of Customer Support About the role Obsidian Security protects organizations against threats across their SaaS and identity environments. This role sits at the technical center of how we deliver support. It has two mandates. First, you own our hardest problems: complex, high-severity, and escalated tickets that require deep technical diagnosis.

Second, you help build the systems that will let us scale support through technology rather than headcount, partnering directly with the Head of Customer Support to design and operationalize our agentic support capability. This is a hands-on individual contributor role for someone who is equally comfortable resolving the toughest customer issue in the queue and turning that resolution into automation that prevents the next one. What you'll do - 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. What we're looking for - 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.