Hybrid Tech Support Specialist: SaaS & Automation

Riot Security; Paris; Hybride; EUR 42 000 - 64 000; Plein temps

Résumé du poste

Riot Security in Paris seeks an experienced Customer Care/Support professional to handle complex technical requests for our cybersecurity awareness platform. You will translate technical topics into clear language, document steps, and contribute to product improvements.

You’ll work with Intercom, Fin, Linear, and automation tools to scale support while keeping customers engaged and informed. French and English proficiency are essential, and on-site with limited remote days is expected.

Qualifications

• 2+ years in support/tech support/CX, ideally SaaS/tech.
• Comfort with configuring automations and using AI daily.
• Autonomous, results-driven with a continuous improvement mindset.
• Experience with Intercom/Fin or similar AI support agent.
• Familiar with automation tools (n8n, Zapier) and tools: Linear, Hubspot, Notion.
• Experience writing and maintaining a knowledge base or Help Center.
• Strong customer empathy and ability to build trust.
• Motivated by the mission; cybersecurity knowledge not required.

Responsabilités

• Handle complex tickets via email and chat: ~75–80 requests weekly.
• Diagnose and resolve technical issues; reproduce bugs when needed.
• Translate technical topics into clear client language.
• Document steps and escalate to engineering with context (via Linear).
• Surface product feedback to contribute to product evolution.
• Turn recurring cases into automations; test and adjust for impact.
• Keep Help Center up to date with weekly product releases.
• Create Help Center articles to boost customer self-sufficiency.

Connaissances

Customer support

AI-enabled tooling

English and French

Outils

Intercom

Fin

n8n

Zapier

Linear

Hubspot

Notion

Description du poste

Riot Security in Paris seeks an experienced Customer Care/Support professional to handle complex technical requests for our cybersecurity awareness platform. You will translate technical topics into clear language, document steps, and contribute to product improvements.

You’ll work with Intercom, Fin, Linear, and automation tools to scale support while keeping customers engaged and informed. French and English proficiency are essential, and on-site with limited remote days is expected.