Technical Support Engineer - Toronto

Who We Are: Obsidian delivers SaaS security and Compliance for the enterprise. We are passionate about security and believe SaaS is the next frontier. We are committed to our customers and believe the companies with the best people win. If you are dynamic, committed and love learning and growing, Obsidian could be the company for you. At our early stage, there’s tremendous opportunity to impact our trajectory while having an accelerated trajectory of your own. The company’s leadership team includes innovators from the NSA, Carbon Black, Cylance, Shape Security, and AWS where they have delivered enterprise-grade products to thousands of customers.

We are based in Newport Beach, CA with a second office in Silicon Valley and are backed by Greylock Partners, Wing, Google Ventures, and Norwest Venture Partners.

Job Overview: We are hiring a proactive Technical Support Engineer (TSE) 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 TSE 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. The TSE’s responsibility is to: 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 with the wider Obsidian organisation, such as Engineering, 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

Be flexible with your schedule - this role will support our customers in EMEA and early hours in the Eastern US 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 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 3 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 prioritise 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. Willingness to travel occasionally to meet with customers, not expected to exceed 1-day a month.

At Obsidian, we value diversity and freethinkers and are proud to be an equal opportunity employer. In compliance with federal or applicable local laws, all persons hired will be required to submit satisfactory proof of identity and legal authorisation. The is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-inclusive, and responsibilities and requirements are subject to change.

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