Cybersecurity Support & Automation Specialist (Hybrid)

Riot Security Inc.

Paris

Hybrid

EUR 50,000 - 70,000

Full time

14 days+

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Job summary

Riot is a product-first cybersecurity awareness platform based in Paris. The Customer Care role sits on the Customer Operations team, handling complex client requests via email and chat while translating technical topics into clear language for customers.

You’ll help scale support through AI automations and contribute to a growing product journey. Requirements include 2+ years in SaaS support, fluent English and French, experience with Intercom or similar AI tools, and familiarity with

Qualifications

2+ years of experience in support / tech support / CX, ideally in SaaS / tech.
You're highly comfortable with tech: you can configure automations and actively use AI in your day-to-day.
You have a continuous improvement mindset : you're autonomous and results-driven.
Experience with Intercom / Fin or a similar AI support agent.
Familiar with automation tools (n8n, Zapier), and the other tools you'll use day-to-day: Linear, Hubspot, Notion.
Experience writing and maintaining a knowledge base or Help Center.
Strong customer empathy and ability to build trust.

Responsibilities

Handle complex tickets via email + chat (Intercom): ~75-80 requests per week.
Diagnose and resolve technical issues (configuration, integrations, connectivity, data/reporting).
Translate technical topics into clear language for clients.
Document reproduction steps and product feedback from tickets to inform product evolution.
Create automations to handle recurring cases and test their effectiveness.