Head of Customer Support

Job Description

Job Description

Obsidian Security is a global leader in cyber security protecting the SaaS and non-human identity layer modern enterprises run on — from Salesforce and Snowflake to the AI agents now deployed inside them. The Obsidian Security platform gives unified visibility into every human and machine identity, app, and integration across their SaaS estate, detects identity-based and supply chain attacks in real time, and enforces least-privilege access before it's exploited. Trusted by major Fortune 500 companies T-Mobile, Workday, Snowflake, and S&P Global, Obsidian ranked No. 95 on the 2025 Deloitte Technology Fast 500™, growing nearly 1000% from 2021–2024 — helping CISOs turn an unmonitored attack surface into one they can govern with confidence. Obsidian has also been recognized by Forbes as America's Best Startup Employers in 2026.

In August 2026, Obsidian raised $85 million in Series D financing led by Crescent Cove Advisors, with participation from existing investors including Greylock Partners, Menlo Ventures, Norwest Venture Partners, IVP, Wing Ventures, and GV — pushing Obsidian's valuation to $1.1 billion, crossing into unicorn status. Obsidian is using the funding to deepen its R&D in agentic AI security and extend its platform as the standard for governing what AI agents can access and do inside third-party applications.

With global momentum, a growing partner ecosystem including SentinelOne, Databricks, and Google Cloud, and fresh capital from its Series D behind it, Obsidian is scaling rapidly toward long-term growth and IPO readiness.

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.

• 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.

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

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.

At Obsidian, we are proud to be an equal-opportunity employer. We value diversity and hire for talent, passion, and compassion. In compliance with federal law, all persons hired will be required to submit satisfactory proof of identity and legal authorization.  If you have a need that requires accommodation, please contact View email address on ziprecruiter.com

Information collected and processed as part of any job applications you choose to submit is subject to Obsidian's Applicant Privacy Policy.

Base Salary Range

$165,000—$199,000 USD

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.