Tech Lead, Customer Support
. Also include maybe "About The Role" heading. The job title is not repeated. We must not include boilerplate like EEO, etc. Remove duplicated lines. The posting includes repeated Benefits paragraph twice; we need to include only once. We need to preserve all substantive information. Let's extract: Company description: Obsidian Security is a global leader... (first paragraph). That's about company; maybe we can include as a brief intro before sections? The instruction: Use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). Use - for any list of duties/requirements/benefits, and
for prose. Do NOT repeat the job title as a heading (the page already shows it) and do NOT put Job ID / requisition numbers as headings — fold minor metadata into a short
or drop it.
We can include a short paragraph about the company maybe as intro before sections. Not required but we can include as
. The instruction: "Prefer a few substantive sections over many thin ones." So we can have sections: About the role (maybe includes description of role?), Responsibilities, Requirements, Benefits, Pay. Also maybe "Team" metadata as a short
.
Let's parse content:
- Team: Global Services & Delivery Location: [Remote / Hybrid - NYC, NY/Dallas, TX/Philadelphia, PA]
We can put that as a
maybe:
Team: Global Services & Delivery • Location: Remote / Hybrid - NYC, NY / Dallas, TX / Philadelphia, PA
- About The Role: paragraph: "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."
That's the About the role section.
- What You’ll Do: list of bullet points (each starts with a verb). We'll put under Responsibilities heading Responsibilities
then - ... each bullet.
List items:
1. Lead, coach, and develop a team of five support engineers, including performance management, career growth, and hiring as the team evolves.
2. Own the support team’s daily operation: case prioritization, workload, coverage, escalation paths, quality standards, and customer communication.
3. 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.
4. Build deep expertise in Obsidian’s platform and the SaaS, identity, API, and security environments our customers rely on.
5. Raise the team’s technical capability through case reviews, troubleshooting guidance, documentation, and coaching.
6. Represent support in critical customer situations, providing clear updates, setting expectations, and maintaining ownership through resolution.
7. Identify recurring issues and work with Product and Engineering on product fixes, better diagnostics, and improvements to the support experience.
8. Partner with the team building our agentic AI systems to introduce new capabilities into support, train engineers, and provide feedback from real customer cases.
9. 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: list of bullet points (some paragraphs). We'll put under Requirements heading
Requirements
then - .
List:
- 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 (optional) maybe we can include as part of Requirements or separate Skills? The instruction: Use section headings like Skills. Could create a Skills section for nice-to-have. But we can also include them under Requirements as "Nice to have". However they said "include a section ONLY when the posting has real, specific content for it". Nice to have is specific content; we could make a Skills section. But we already have Requirements; we could add a Skills section for nice-to-have. Let's do that:
Skills
with list.
Nice to have list:
- 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.
- Benefits: we have description: "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."
We need to format as list maybe. We'll put under Benefits heading Benefits
then - each item.
List items:
- 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. (maybe keep as a link but we just keep text.)
- Pay: Base Salary Range: $165,000 USD - $199,000 USD plus note about equity etc. Also note: "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." Also note about base pay range guideline.
We need to include Pay section only if posting actually states them. It does. So we will have
Pay
then with details.
We should not include boilerplate like EEO, equal-opportunity, etc. Also remove duplicated Benefits paragraph.
We also need to include maybe a short paragraph about company description? Not required but could be included as intro before sections. The instruction: "Use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." It doesn't forbid other headings, but we should stick to those. We could include a brief intro as
before sections.
Let's construct HTML:
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.
Responsibilities
- 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.
Requirements
- 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.
Skills
- 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.
Benefits
- 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
for prose. Do NOT repeat the job title as a heading (the page already shows it) and do NOT put Job ID / requisition numbers as headings — fold minor metadata into a short
or drop it. We can include a short paragraph about the company maybe as intro before sections. Not required but we can include as
. The instruction: "Prefer a few substantive sections over many thin ones." So we can have sections: About the role (maybe includes description of role?), Responsibilities, Requirements, Benefits, Pay. Also maybe "Team" metadata as a short
. Let's parse content: - Team: Global Services & Delivery Location: [Remote / Hybrid - NYC, NY/Dallas, TX/Philadelphia, PA] We can put that as a
maybe:
Team: Global Services & Delivery • Location: Remote / Hybrid - NYC, NY / Dallas, TX / Philadelphia, PA
- About The Role: paragraph: "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." That's the About the role section. - What You’ll Do: list of bullet points (each starts with a verb). We'll put under Responsibilities headingResponsibilities
then- ... each bullet.
List items:
1. Lead, coach, and develop a team of five support engineers, including performance management, career growth, and hiring as the team evolves.
2. Own the support team’s daily operation: case prioritization, workload, coverage, escalation paths, quality standards, and customer communication.
3. 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.
4. Build deep expertise in Obsidian’s platform and the SaaS, identity, API, and security environments our customers rely on.
5. Raise the team’s technical capability through case reviews, troubleshooting guidance, documentation, and coaching.
6. Represent support in critical customer situations, providing clear updates, setting expectations, and maintaining ownership through resolution.
7. Identify recurring issues and work with Product and Engineering on product fixes, better diagnostics, and improvements to the support experience.
8. Partner with the team building our agentic AI systems to introduce new capabilities into support, train engineers, and provide feedback from real customer cases.
9. 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: list of bullet points (some paragraphs). We'll put under Requirements heading
Requirements
then- .
List:
- 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 (optional) maybe we can include as part of Requirements or separate Skills? The instruction: Use section headings like Skills. Could create a Skills section for nice-to-have. But we can also include them under Requirements as "Nice to have". However they said "include a section ONLY when the posting has real, specific content for it". Nice to have is specific content; we could make a Skills section. But we already have Requirements; we could add a Skills section for nice-to-have. Let's do that:
Skills
with list. Nice to have list: - 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. - Benefits: we have description: "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." We need to format as list maybe. We'll put under Benefits headingBenefits
then- each item.
List items:
- 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. (maybe keep as a link but we just keep text.)
- Pay: Base Salary Range: $165,000 USD - $199,000 USD plus note about equity etc. Also note: "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." Also note about base pay range guideline.
We need to include Pay section only if posting actually states them. It does. So we will have
Pay
thenwith details. We should not include boilerplate like EEO, equal-opportunity, etc. Also remove duplicated Benefits paragraph. We also need to include maybe a short paragraph about company description? Not required but could be included as intro before sections. The instruction: "Use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." It doesn't forbid other headings, but we should stick to those. We could include a brief intro as
before sections. Let's construct HTML:
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.
Responsibilities
- 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.
Requirements
- 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.
Skills
- 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.
Benefits
- 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
- each item.
List items:
- 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. (maybe keep as a link but we just keep text.)
- Pay: Base Salary Range: $165,000 USD - $199,000 USD plus note about equity etc. Also note: "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." Also note about base pay range guideline.
We need to include Pay section only if posting actually states them. It does. So we will have
- .
List:
- 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 (optional) maybe we can include as part of Requirements or separate Skills? The instruction: Use section headings like Skills. Could create a Skills section for nice-to-have. But we can also include them under Requirements as "Nice to have". However they said "include a section ONLY when the posting has real, specific content for it". Nice to have is specific content; we could make a Skills section. But we already have Requirements; we could add a Skills section for nice-to-have. Let's do that: