Obsidian Security was founded in 2017 to solve the unaddressed blindspot of SaaS Security. SaaS applications provide the tools employees need to succeed and hold the business’ most critical information. If those tools become unavailable or that data is jeopardized, there is a detrimental impact on the organization.
Obsidian proudly offers the industry's most comprehensive and powerful SaaS defense solution. We are committed to solving the challenge of SaaS Security for our customers as efficiently and effectively as possible.We’re a passionate team optimizing for impact by solving some of the biggest challenges in cybersecurity today. We listen closely to our customers, iterate quickly, and (over) deliver to delight them. Working at Obsidian means contributing to an industry-leading cybersecurity product in an environment where customer satisfaction, privacy, and data ethics are paramount.We are hiring a proactive Staff Technical Support Engineer professional to join our Customer Success team.
If you're excited to be part of a winning team of a SaaS security start-up, Obsidian Security is a great place to make an impact. A Staff Technical Support Engineer is responsible for actively driving customer value within the Obsidian platform. The role is to provide technical assistance to customers of the Obsidian platform, working with your TSE colleagues across the globe to provide follow-the-sun support. Specific responsibility includes:
- Partner with customers in a technical capacity, taking ownership of reported issues and owning those issues through to resolution.
- Research, diagnose, troubleshoot and identify solutions to resolve system issues.
- Follow and document escalation procedures in order to expedite critical/urgent issues while ensuring consistent updates being sent to the customers.
- Provide input and own improving our support and resolution processes in order to improve our customer experience.
Work cross-functionally with the wider Obsidian organization, such as Engineering, Customer Success, Product and Sales and Sales Engineering teams to continually measure and improve the value we deliver to our customers.The ideal candidate is driven, collaborative, and knowledgeable, has worked in a cybersecurity role and is excited about the opportunity to work in a SaaS security start-up.
What You’ll Do:
- Support our customers Eastern US and EMEA so your typical day will be aligned to those times.
- Take ownership of driving complex problems, scenarios and issues, working with appropriate stakeholders in engineering, product management and sales to deliver successful outcomes.
- Be a consultative problem solver - we want to solve problems so that they don’t reoccur.
- Be a clear verbal and written communicator, using appropriate communication channels to support the issue resolution process.
- Use your experience in the cybersecurity domain to help understand customer problems and drive adoption and understanding of the Obsidian platform.
- Identify, communicate, and deliver on opportunities to improve Obsidian’s ability to support and enable our customers to be successful, including new processes, tools, or product prototypes. Become a voice of the customer for your Obsidian colleagues.
- Be capable of building relationships with customers to become a trusted partner and advisor.
Qualifications for a Staff Technical Support Engineer:
- A strong commitment to the Obsidian Code:
- Customers Win, We Win
- One Obsidian, One Score
- Do Great Things Together
- Everyone is a Pioneer
- At least 8+ years of experience in a similar role supporting technology products with focus on SaaS and/or Cybersecurity.
- A strong blend of communication abilities and technical skills to be the field-facing technical ambassador for Obsidian.
- Experience building and managing strong customer relationships.
- Ability to prioritize and manage multiple requests while delivering results.
- Experience administering and configuring SaaS applications (such as Google Workplace / GSuite, O365, Okta, Duo, etc.)
- Experience interacting with APIs, integrations, and middleware.
- An understanding of common web authentication methods (such as tokens, OAuth, SAML, etc.)
- Versed in software engineering (Python) is a definite plus.
- Experience with cybersecurity solution stacks (SaaS focus is a plus).
- Experience in incident response, threat triage, log analysis, and data correlation is a strong plus.
- Ability to participate in an on-call rotation
- Willingness to travel occasionally; not expected to exceed 1-day a month.
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 incentive compensation based on factors such as experience, skills, and location.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 accommodations@obsidiansecurity.comInformation collected and processed as part of any job applications you choose to submit is subject to Obsidian’s Applicant Privacy Policy.Base Salary Range$131,000 - $159,000USD
Employee Benefits:
Our competitive benefits packages are designed to support our employees' well-being, both at work and at home.
- 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
