Obsidian Security

• Own complex, high-severity, and escalated tickets end to end, acting as the top technical escalation point before engineering. • Diagnose deep technical issues across APIs, identity and authentication, integrations, telemetry, and product data flows. • Partner with the Head of Customer Support to design, build, and continuously tune agentic support systems, including automated triage, resolution, and knowledge retrieval. • Convert your own resolution work into reusable automation, playbooks, and knowledge that agentic systems can execute without human involvement. • Identify where automation and agentic resolution fail, then close those gaps to raise deflection and automated resolution quality. • Interface with Product and Engineering on root cause analysis, bug escalation, and permanent product fixes. • Set the technical quality bar for the support function and mentor other engineers on it.

• Own the strategy, structure, cadence, and execution of enablement across sales, technical, and BDR, covering onboarding, ramp, and ongoing development. • Design and run onboarding and personalized, role-based ramp programs built to measurably shorten the time it takes new AEs, SEs, TAMs, and BDRs to become productive. • Run enablement as a system with a consistent weekly, monthly, and quarterly rhythm, so the right people absorb the right knowledge at the right moment. • Enable the field on the fundamentals that move deals: relevant security and product knowledge, persona-based pain discovery, new business meeting excellence (identifying use cases, bringing social proof, and quantifying pain), competitive positioning, and closing, including how to build durable champions inside accounts. • Equip technical talent across pre and post sale to win the technical evaluation and drive successful proofs of value. • Enable the BDR motion to generate more and better qualified pipeline. • Ground enablement in what is actually happening in deals. Use call intelligence such as Gong and real customer conversations, rather than certification pass rates or content engagement dashboards, as your primary signal for what is working, where reps are stuck, and what to coach next. • Turn those observations into specific coaching and interventions, and coach the frontline leaders so they reinforce the same behaviors. • Bring fluency in AI-driven workflows to make enablement faster and more efficient, and to systematize routine practices instead of doing them by hand. • Use AI and performance data to build personalized enablement tracks that meet each rep where they are, instead of one size fits all training. • Hire, develop, and lead the enablement team, and set the standard by leading from the front. • Drive cross-functional alignment proactively, anticipating what the field will need and getting ahead of it rather than reacting to inbound requests, and hold partners to clear commitments. • Bring strong program management: named owners, clear timelines, refresh cadences, and follow through.

• Own the strategy, structure, cadence, and execution of enablement across sales, technical, and BDR, covering onboarding, ramp, and ongoing development. • Design and run onboarding and personalized, role-based ramp programs built to measurably shorten the time it takes new AEs, SEs, TAMs, and BDRs to become productive. • Run enablement as a system with a consistent weekly, monthly, and quarterly rhythm, so the right people absorb the right knowledge at the right moment. • Enable the field on the fundamentals that move deals: relevant security and product knowledge, persona-based pain discovery, new business meeting excellence, competitive positioning, and closing. • Equip technical talent across pre and post sale to win the technical evaluation and drive successful proofs of value. • Enable the BDR motion to generate more and better qualified pipeline. • Ground enablement in what is actually happening in deals. Use call intelligence such as Gong and real customer conversations as your primary signal for what is working, where reps are stuck, and what to coach next. • Hire, develop, and lead the enablement team, and set the standard by leading from the front.

• 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.

• Own the product strategy and roadmap for Supply Chain Risk & AI Governance, with a clear focus on customer outcomes and business impact. • Identify the most important customer problems related to SaaS supply chain risk, third-party access, AI enablement, agentic capabilities, data exposure, and governance gaps. • Define success in terms of outcomes such as risk reduction, prioritization quality, adoption, remediation progress, customer value, and revenue impact. • Translate customer problems and desired outcomes into clear product requirements, roadmap priorities, and success metrics. • Partner deeply with Engineering on solution direction, technical tradeoffs, sequencing, data models, integrations, risk scoring, and workflows. • Work with Design to create experiences that make complex SaaS, identity, AI, agent, data access, and third-party risk relationships understandable and actionable. • Partner with Product Marketing, Sales, Solutions Engineering, Customer Success, and Support on positioning, launch readiness, field enablement, adoption, and feedback loops. • Stay close to customer and market signals around SaaS AI adoption, AI governance, agentic workflows, third-party risk, identity risk, and data exposure. • Drive cross-functional alignment, make tradeoffs visible, and push decisions forward in ambiguous situations. • Own outcomes beyond launch by measuring whether the work is landing, learning from customer feedback, and adjusting based on results.

• Own the product strategy and roadmap for Supply Chain Risk & AI Governance, with a clear focus on customer outcomes and business impact. • Identify the most important customer problems related to SaaS supply chain risk, third-party access, AI enablement, agentic capabilities, data exposure, and governance gaps. • Define success in terms of outcomes such as risk reduction, prioritization quality, adoption, remediation progress, customer value, and revenue impact. • Translate customer problems and desired outcomes into clear product requirements, roadmap priorities, and success metrics. • Partner deeply with Engineering on solution direction, technical tradeoffs, sequencing, data models, integrations, risk scoring, and workflows. • Work with Design to create experiences that make complex SaaS, identity, AI, agent, data access, and third-party risk relationships understandable and actionable. • Partner with Product Marketing, Sales, Solutions Engineering, Customer Success, and Support on positioning, launch readiness, field enablement, adoption, and feedback loops. • Stay close to customer and market signals around SaaS AI adoption, AI governance, agentic workflows, third-party risk, identity risk, and data exposure. • Drive cross-functional alignment, make tradeoffs visible, and push decisions forward in ambiguous situations. • Own outcomes beyond launch by measuring whether the work is landing, learning from customer feedback, and adjusting based on results.

• Own the development and execution of a targeted VAR strategy. • Identify, recruit, and activate high-potential security-focused resellers across the territory. • Build and manage regional partner business plans and track key KPIs such as partner-sourced pipeline and revenue contribution. • Drive partner sourced opportunities. • Drive onboarding, sales enablement, and product training across regional VAR partners. • Develop go-to-market campaigns, joint events, and demand gen programs. • Support field sales in co-selling motions, lead sharing, and opportunity registration. • Serve as the primary point of contact for VARs —building strong executive and sales-level relationships. • Conduct regular QBRs, pipeline reviews, and sales alignment sessions. • Support partner success through consistent engagement, feedback loops, and performance incentives. • Partner with regional field teams to align on territory priorities, partner alignment, and deal execution. • Collaborate with marketing on regional partner campaigns, event sponsorships, and content localization. • Work with sales ops and finance on territory forecasting, tracking, and partner ROI analysis.

• Build and maintain product features across backend services, APIs, data systems, and user-facing workflows • Work with product managers, designers, security researchers, and other engineers to ship useful, reliable software • Contribute to services that process SaaS activity, identity data, permissions, alerts, and security findings • Improve existing systems for performance, reliability, maintainability, and observability • Write clear, well-tested code and participate in code reviews and design discussions • Learn unfamiliar parts of the stack and help where the team needs you most • Use AI-powered development tools thoughtfully while reviewing and validating the output

• Own features and system improvements from problem definition through production • Design and build backend services, APIs, data processing workflows, integrations, and product-facing capabilities • Work with product managers, designers, security researchers, and engineers to turn customer needs into shipped software • Improve the performance, reliability, scalability, and observability of existing systems • Make practical technical decisions and explain the tradeoffs clearly • Help raise engineering standards through code reviews, design discussions, mentoring, and documentation • Debug production issues and help teams get to durable fixes, not just short-term patches • Use AI-powered tools effectively while maintaining high standards for correctness, security, and maintainability

• Drive measurable customer outcomes, platform adoption, and long-term value realization for Obsidian’s marquee enterprise customers and strategic partners across EMEA. • Own the technical success strategy for complex enterprise accounts, aligning Obsidian’s platform capabilities to customer security priorities, business objectives, and operational maturity goals. • Serve as a trusted technical advisor to senior customer stakeholders, including security leaders, IT executives, administrators, and executive sponsors. • Partner with customers to define success plans, maturity roadmaps, and optimization strategies that increase product value, operational efficiency, and retention. • Proactively identify opportunities to improve customer health, adoption, and expansion by analyzing usage patterns, business priorities, and evolving security needs. • Orchestrate cross-functional engagement with Product, Engineering, Customer Success, Support, and Sales to deliver high-impact outcomes for strategic accounts. Represent the customer perspective in product roadmap discussions by surfacing strategic feedback, market trends, and enterprise requirements from across EMEA. • Deliver executive-ready business reviews, account health insights, technical strategy sessions, and value realization narratives for key stakeholders. • Lead technical workshops, enablement programs, and advisory sessions that increase customer self-sufficiency, platform maturity, and stakeholder alignment. • Mentor and develop TAM team members by establishing best practices, sharing enterprise engagement patterns, and raising the technical bar across the region. • Contribute to the growth and scalability of Obsidian’s EMEA Services Delivery function by improving playbooks, processes, documentation, and regional operating models.