Head of Customer Support

What you'll do 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.

What we're looking for 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. What this role is not 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.

Nice to have 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 [email protected] 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

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