Support Technique Cybersécurité

Hornetsecurity; United States; Remote; USD 55,000 - 85,000; Full time

Benefits offered by this job

Flexible remote work policy

100% coverage of public transportation

Meal vouchers worth €10 per day

Inter-company daycare access

Job summary

Hornetsecurity is seeking a Cybersecurity Technical Support Specialist (bilingual FR/EN) to diagnose and resolve technical issues for business clients via phone, email, and chat. You will build strong client relationships, escalate incidents when needed, and relay feedback to product teams in a fast-paced, remote work environment.

The role emphasizes network security basics, SMTP troubleshooting, and excellent problem-solving in English and French within a global organization offering flexible

Qualifications

• Strong understanding of basic network protocols and email security.
• Excellent logical, analytical, and problem-solving skills.
• Customer service orientation with the ability to manage high-level clients under pressure.
• Experience troubleshooting SMTP issues on Hornetsecurity products.
• Professional proficiency in English and French – any additional language is a plus.

Responsibilities

• Diagnose and resolve technical issues for our business clients via phone, email, and online chat, particularly regarding system configuration, product features, and bugs/improvements.
• Build personalized customer relationships by delivering an exceptional client experience.
• Escalate incidents to the development team and ensure their follow-up until resolution.
• Communicate customer feedback to the product development team.

Skills

Network security basics

Analytical thinking

Customer service

SMTP troubleshooting

Job description

Intro

Do you enjoy solving technical problems, guiding users, and sharing your cybersecurity expertise?

Are you passionate about customer support and eager to make a real impact from the very first stages of the user journey? If so, this position is for you!

We are looking for a motivated, bilingual (French/English) Cybersecurity Technical Support Specialist to join our team and help strengthen our position as a leader in email security.

This is a full-time, permanent (CDI) position.

Your Job

• Diagnose and resolve technical issues for our business clients via phone, email, and online chat, particularly regarding system configuration, product features, and bugs/improvements.
• Build personalized customer relationships by delivering an exceptional client experience.
• Escalate incidents to the development team and ensure their follow-up until resolution.
• Communicate customer feedback to the product development team.

Your Profile

• Strong understanding of basic network protocols and email security
• Excellent logical, analytical, and problem-solving skills
• Customer service orientation with the ability to manage high-level clients under pressure
• Experience troubleshooting SMTP issues on Hornetsecurity products
• Professional proficiency in English and French – any additional language is a plus

Your Benefits

• A key moment to join Hornetsecurity in terms of growth and opportunities
• Fast-paced learning environment with strong team spirit
• International company with a cosmopolitan and multicultural mindset
• Flexible remote work policy
• 100% coverage of public transportation costs
• Meal vouchers worth €10 per day
• Access to a shared inter-company daycare facility