Staff Technical Support Engineer

Obsidian Security Logo

Obsidian Security

πŸ’΅ $131k-$159k
πŸ“Remote - United States

Summary

Join Obsidian Security's Customer Success team as a proactive Staff Technical Support Engineer. You will actively drive customer value within the Obsidian platform, providing technical assistance and resolving system issues. This role involves collaborating with customers and internal teams globally to ensure seamless support. The ideal candidate possesses strong technical skills, excellent communication abilities, and experience in cybersecurity. Obsidian offers a competitive compensation package, including equity, and comprehensive benefits.

Requirements

  • 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.)
  • Ability to participate in an on-call rotation
  • Willingness to travel occasionally; not expected to exceed 1-day a month

Responsibilities

  • 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
  • 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

Preferred Qualifications

  • Versed in software engineering (Python)
  • Experience with cybersecurity solution stacks (SaaS focus is a plus)
  • Experience in incident response, threat triage, log analysis, and data correlation

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

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