Customer Support Engineer

About

Sekoia.io rethinks cybersecurity to make it even more relevant, effective and accessible. One of the main challenges we address is to constantly analyze and understand emerging threats to define appropriate strategies and have the capacity to execute them on a large scale. By combining technology and a multi-disciplinary team of Threat Intelligence enthusiasts, Sekoia.io is making a strong impact in cybersecurity with an approach that breaks down silos, whether technological, organizational or cultural.

Job Description

By joining Sekoia.io’s Customer Support, you will become an integral part of a dynamic team dedicated to ensuring our users have the best experience possible. You will provide high-quality technical assistance to troubleshoot issues, guarantee customer satisfaction through exceptional service, and collaborate closely with Product teams and developers to drive continuous improvement.

Your contributions will not only enhance user experience but also help shape the future of our innovative platforms.

Your missions :

As a Customer Support Engineer, your missions will be :

  • Provide high-quality technical assistance to troubleshoot, diagnose, and resolve issues encountered by users on our platforms.

  • Guarantee customer satisfaction through an exceptional level of service

  • Respond to customer inquiries via our Zendesk ticketing system while adhering to our SLO

  • Track the progress of customer requests and provide regular updates to ensure complete transparency.

  • Document technical issues and solutions in our knowledge base to facilitate the work of other team members.

  • Participate in internal follow-up to resolve more complex malfunctions, and keep customers informed

  • Work closely with our Product teams, Developers, and Customer Success Managers.

📍 The position can be based in Paris, Rennes, or fully remote. Professional trips paid for by the company might be required.

Preferred Experience

🤩 We are excited to meet you if :

  • You have an engineering degree or a similar degree

  • You have at least 2 years of experience as a Solution Engineer, Customer Support Engineer or in similar tech positions

  • Having experience in Python development and API interactions.

  • You are fluent in English. Other languages, such as Spanish or German, are a real plus!

  • You’re curious about new trends and technological developments

  • You have good teaching skills and excellent interpersonal skills

  • You see yourself as an autonomous learner, actively investing in continuous self-improvement

  • Knowing a few cyber-defense standards (MITRE, NIST, etc.) is a plus

👀 Are you interested in this job but feel you haven't ticked all the boxes? Don't hesitate to apply, and tell us in the cover letter section why we absolutely must meet!

Recruitment Process

📝 Here's what's in store for you if you apply :

  • HR Interview with Clémentine, Talent Acquisition Manager (30')

  • Interview with your team. Pierre, our Head Of Support (Manager) and Paul, our Solution Engineer (60')

  • Interview with Georges, our CTO, your future N+2 (60')

Our process usually takes about 3 weeks, depending on availability, including reference calls. The program: discussions rather than trick questions! These discussions will help you understand how Sekoia.io works and what it stands for. But they are also (and above all) an opportunity for you to tell us about your career path and your expectations for your next job!

⭐ Sekoia.io is an equal opportunity employer for any minority, disability, gender identity or sexual orientation. We are committed to hiring and supporting diverse teams of people from all backgrounds, experiences, and perspectives.

Additional Information

  • Contract Type: Full-Time
  • Location: Paris, Rennes
  • Education Level: Fourth-Year University Level
  • Experience: > 2 years
  • Possible full remote
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