Hybrid SaaS Support Specialist – AI & Automation

Riot

Paris

On-site

EUR 45,000 - 60,000

Full time

14 days+

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Job summary

Riot is seeking a client-focused support specialist to handle complex Fin/Intercom tickets, diagnose issues, and translate technical topics for customers. You will document steps, escalate with context, and contribute to product evolution.

You will build automated responses for recurring cases, maintain the Help Center, and help the team improve through automation and AI, enabling customers to be more self-sufficient. On-site in Paris with some remote work.

Qualifications

Minimum 2+ years in support/tech support or CX, preferably SaaS/tech.
Comfort configuring automations and leveraging AI daily.
Autonomous, results-driven with a continuous improvement mindset.
Experience with Intercom/Fin or similar AI support tools.
Familiarity with automation tools (n8n, Zapier) and platforms like Linear, HubSpot, Notion.
Experience writing and maintaining a knowledge base or Help Center.
Strong customer empathy and ability to build trust with clients.
Not required to be cybersecurity expert, but motivated by the mission.
Professional English and fluent French (written and spoken).

Responsibilities

Handle complex tickets via Fin/Intercom (email + chat): ~75–80 requests weekly.
Diagnose and resolve technical issues (configuration, integrations, connectivity, data/reports).
Translate technical topics into clear, client-friendly language.
Document steps and convey context to engineering via Linear, track bugs to resolution.
Surface product feedback via Linear to support product evolution.
Create automations for recurring cases; test, verify, and adjust.
Maintain up-to-date internal knowledge base and Help Center.
Produce Help Center articles to boost customer self-sufficiency.
Contribute to continuous improvement of the support team (automation, AI).