We are looking for a Customer Support Engineer (CSE) to join our team and provide support to our growing customer base. The CSE will play a critical role in ensuring our customers receive timely and effective assistance. This role involves managing support tickets, responding to customer queries on private channels, and collaborating with Customer Success Managers (CSMs) to assist with onboarding and training activities.

Note: Fluency in English is required for this role, as you’ll be working with an international customer base. We are hiring for this position in France, the United States, and Australia.

Key Responsibilities

• Assist CSMs in onboarding: Participate in customer meetings and help conduct training sessions.

• Provide efficient and timely customer support: Ensure prompt and efficient support to customers.

• Manage support tickets: Handle customer inquiries through our ticketing system, prioritizing issues and ensuring follow-ups and escalations.

• Respond on private channels: Engage directly with customers to provide real-time support.

• Improve support processes: Suggest and implement ideas to enhance support team efficiency and the customer experience.

• Maintain knowledge base: Ensure all support documentation and internal knowledge base are regularly updated.

• Knowledge of Cyber Threat Intelligence and the STIX standard.

• Familiarity with cybersecurity solutions such as SIEMs, EDRs, firewalls, and threat intelligence sources.

• Proven experience in a customer support role.

• Strong communication skills, both written and verbal, to interact effectively with customers and internal teams.

• Basic technical troubleshooting experience, using test platforms to reproduce and diagnose issues.

• Team player, eager to collaborate with others and continuously learn.

• Willingness to take initiative and contribute to various projects beyond daily responsibilities.

Want to know more? Have questions? You like it, but feel like you could bring something different than this job description? Don’t hesitate to reach to us, we will be happy to discuss!