Tech Lead, Customer Support

New

US Remote (East/Central)Full-TimeLead

SalaryBase Salary Range $165,000 — $199,000 USD

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Job Details

Significant hands-on experience supporting a complex B2B SaaS, cybersecurity, identity, or infrastructure product.
Strong technical troubleshooting skills, including investigating ambiguous issues and interpreting logs and product behavior.
Experience working across APIs and integrations and engaging Engineering effectively.
Experience leading a small technical team as a people manager or technical lead with meaningful coaching and operational responsibility.
Sound judgment during customer escalations, balancing technical investigation, urgency, and clear communication.
A track record of developing engineers and improving team practices while staying close to technical work.
Comfort using support metrics to identify problems and improve quality and efficiency.
Interest in applying automation and AI to support workflows and practical understanding of where human judgment remains essential.
Nice to have: experience with SaaS security, identity, OAuth, SAML, or enterprise application integrations.
Nice to have: experience leading support for security incidents or other time-sensitive customer issues.
Nice to have: experience introducing automation, AI, or self-service capabilities into a support team.

Lead, coach, and develop a team of five support engineers, including performance management, career growth, and hiring.
Own daily support operations, including case prioritization, workload, coverage, escalation paths, quality standards, and customer communication.
Investigate complex and high-priority escalations and coordinate resolution with Product and Engineering.
Build expertise in Obsidian’s platform and customers’ SaaS, identity, API, and security environments.
Improve the team’s technical capability through case reviews, troubleshooting guidance, documentation, and coaching.
Represent support in critical customer situations and maintain ownership through resolution.
Identify recurring issues and work with Product and Engineering on product fixes, diagnostics, and support improvements.
Partner with the agentic AI team to introduce capabilities into support, train engineers, and provide feedback from customer cases.
Track support quality, resolution time, SLA performance, customer satisfaction, and automation impact to improve team operations.

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