Tech Lead, Customer Support
Lead a team of support engineers to resolve complex customer issues in a rapidly growing cybersecurity company.
Posted by employer 23 hours ago
First seen on Joblaze 17 hours ago
Last verified on the company career page 17 hours ago
Skills & Technologies
What you'll build
- Lead a team of five support engineers
- Own the support team’s daily operation
- Serve as the technical lead for escalations
- Identify recurring issues and work with Product and Engineering
- Track support quality and customer satisfaction
Must have
- Significant hands-on experience supporting a complex B2B SaaS
- Strong technical troubleshooting skills
- Experience leading a small technical team
- Sound judgment during customer escalations
Nice to have
- Experience with SaaS security
- Experience leading support for security incidents
- Experience introducing automation or AI into support
Role intensity
40% coding
AI in the day-to-day
Help the team adopt new ways of working with automation and agentic AI in support.
Not disclosed in this posting: years of experience, visa sponsorship.
Benefits
Joblaze summary
In the role of Tech Lead for Customer Support at Obsidian Security, the individual will oversee a team of support engineers, tackling complex customer issues and ensuring high-quality service delivery. Key skills include strong technical troubleshooting abilities and experience in B2B SaaS environments, particularly in cybersecurity and identity management. This position is ideal for someone with a background in leading technical teams and a passion for developing talent while addressing challenging technical problems. The company is rapidly scaling and integrating automation and AI into its support processes.
Joblaze insights
- Listed today — first seen on Joblaze September 29, 2026. Last confirmed on Obsidian Security's careers page September 29, 2026.
- Salary band is in line with the typical range for Management roles (median ~$172,000).
- Starts above 21% of 14 comparable lead management roles in United States that list SaaS we track (median $244,000 across 11 companies). See SaaS salary trends
- SaaS appears in 3.2% of 536 comparable lead management roles in United States; API appears in 0.7% of 536 comparable lead management roles in United States.
Quick facts
- Is the Tech Lead, Customer Support role remote?
- It's hybrid — Obsidian Security expects some on-site time in United States.
- What's the salary range?
- Obsidian Security lists $165,000–$199,000 for this role.
- Where is the role based?
- Obsidian Security is hiring for this position in United States.
- What's the tech stack?
- Joblaze extracted these technologies from the posting: API, Cybersecurity, Identity, SaaS.
- What seniority level is this role?
- Obsidian Security targets lead candidates for this position.
- Is this full-time or contract?
- Full-time for this Tech Lead, Customer Support role at Obsidian Security.
From the original posting
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.
Team: Global Services & Delivery
Location: [Remote / Hybrid - NYC, NY/Dallas, TX/Philadelphia, PA
About the Role:
Obsidian Security protects organizations against threats across their SaaS and identity environments. We’re looking for a hands-on technical leader to run customer support and lead a team of five support engineers.
You will be Obsidian’s technical lead for complex customer support issues: helping engineers investigate difficult cases, taking ownership of critical escalations, and working with Product and Engineering to drive them to resolution. You will also manage the team day-to-day, coaching engineers, setting priorities, maintaining coverage, and building a consistently strong customer experience.
As we introduce automation and agentic AI into support, you will help the team adopt new ways of working and use what you learn from customer issues to improve those systems. This role is suited to someone who enjoys both solving hard technical problems and developing the people who solve them.
What you’ll do
- Lead, coach, and develop a team of five support engineers, including performance management, career growth, and hiring as the team evolves.
- Own the support team’s daily operation: case prioritization, workload, coverage, escalation paths, quality standards, and customer communication.
- Serve as the technical lead for complex and high-priority escalations. Investigate issues alongside the team, form clear technical assessments, and coordinate resolution with Product and Engineering.
- Build deep expertise in Obsidian’s platform and the SaaS, identity, API, and security environments our customers rely on.
- Raise the team’s technical capability through case reviews, troubleshooting guidance, documentation, and coaching.
- Represent support in critical customer situations, providing clear updates, setting expectations, and maintaining ownership through resolution.
- Identify recurring issues and work with Product and Engineering on product fixes, better diagnostics, and improvements to the support experience.
- Partner with the team building our agentic AI systems to introduce new capabilities into support, train engineers, and provide feedback from real customer cases.
- Track support quality, resolution time, SLA performance, customer satisfaction, and the impact of automation; use those measures to improve how the team operates.
What we’re looking for
- Significant hands-on experience supporting a complex B2B SaaS, cybersecurity, identity, or infrastructure product.
- Strong technical troubleshooting skills, including the ability to investigate ambiguous issues, work across APIs and integrations, interpret logs and product behavior, and engage Engineering effectively.
- Experience leading a small technical team, either as a people manager or as a technical lead with meaningful coaching and operational responsibility.
- Sound judgment during customer escalations, with the ability to balance technical investigation, urgency, and clear communication.
- A track record of developing engineers and improving team practices while staying close to the technical work.
- Comfort using support metrics to identify problems and improve quality and efficiency.
- Interest in applying automation and AI to support workflows, with a practical understanding of where human judgment remains essential.
Nice to have
- Experience with SaaS security, identity, OAuth, SAML, or enterprise application integrations.
- Experience leading support for security incidents or other time-sensitive customer issues.
- Experience introducing automation, AI, or self-service capabilities into a support team.
Employee Benefits
Employee Benefits:
Standard company text repeated across Obsidian Security's postings is omitted here.