Technical Support Engineer

By joining Sekoia.io 's Support team, you will become a key player in a dynamic team dedicated to ensuring our users have the best experience possible. You will provide high-quality technical assistance, troubleshoot complex issues on our SOC Platform , and collaborate closely with Product teams and developers to continuously improve our service .

Your contributions will directly enhance user experience and help shape the evolution of our innovative cybersecurity platforms.

Your missions:

As a Technical Support Engineer, you will:

• Respond to customer inquiries via our Zendesk ticketing system in a timely and structured manner and guarantee customer satisfaction with a focus on reaching our SLOs.

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

• Track and communicate the progress of customer requests , ensuring full transparency

• Document technical issues and solutions in our knowledge base to enable team-wide learning and efficiency.

• Collaborate closely with Product teams , Developers, and Customer Success Managers to relay field insights and drive improvements, including within our dedicated squad, a cross-functional team of Support and Engineering working together to identify, prioritise, and resolve bugs.

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

Your profile:

We are excited to meet you if :

• You have an engineering degree or equivalent background

• You have 2 to 5 years of experience in a Technical Support , Solution Engineering, or similar technical role

• You are familiar with Python and comfortable with REST API interactions

• You are fluent in both written and spoken French and English

• You have good communication skills , and enjoy helping customers, solve complex problems , you’re also able to vulgarize technical concepts

• You are an autonomous learner , capable of diving into unfamiliar topics independently

• You are curious and proactive about new technologies and cybersecurity trends

• Knowledge of cyber-defense standards (MITRE ATT&CK, 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 :

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

2. Asynchronous short technical assessment

3. In-depth technical interview with a member of the team (45')

4. Interview with Charlotte, Head of Support, and a member of the team (45')

5. Interview with Georges, CTPO (30')

Our process usually takes about 2-3 weeks, depending on availability, it includes 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.