Technical Support Engineer - East Coast

StrangeBee; United States; A distancia; USD 95.000 - 105.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Remote work (US-based)

Health insurance (US)

Laptop and setup provided

Team rituals and events

Descripción de la vacante

StrangeBee in the US is seeking a Technical Support Engineer to be a key contact for our customers worldwide and help them get the most from TheHive. Based remotely in the US, you’ll join a support team and work with developers to resolve system, network and application issues in a cybersecurity context.

Beyond day-to-day tickets, you’ll help structure and improve our support operations as our international customer base grows, meet SLAs, and contribute to knowledge base upkeep.

Formación

• 3+ years in technical support or a technical customer-facing role.
• A solid understanding of networking and IT infrastructure, and a broad IT culture.
• Fluent English, written and spoken (our customer base is mostly international).

Responsabilidades

• Handle customer tickets on system, network and application topics, with the full scope of support (no L1/L2 split), escalating to our developers when needed
• Run calls and video meetings with customers when technical complexity or the relationship requires it
• Meet our SLAs to deliver a consistent, high-quality support experience
• Build and maintain support procedures, internal documentation and a knowledge base for both the team and our customers
• Produce regular activity reports to track support performance and trends
• Contribute to the continuous improvement of our support processes and tooling

Conocimientos

Networking

IT infrastructure

English proficiency

Autonomy

Customer-facing

Communication

Prioritization

Herramientas

Docker

Elasticsearch

Kubernetes

Cassandra

Descripción del empleo

About StrangeBee

StrangeBee started in 2018 with a simple idea from the creators of TheHive and Cortex: give security teams open tools that actually help them respond to incidents. Today, TheHive is used by thousands of security analysts in 43 countries. We’re a team of 90 people across Paris, Barcelona and the US, and we’re growing the hive. Want to contribute?

How we work

• Customer Centric: we build for real security teams facing real threats.

• Quest for Excellence: “good enough” isn’t our standard.

• Embrace Change: cyber moves fast, and so do we. If something could be better, say it.

• One Team: trust, open communication and psychological safety, across titles and teams.

We’re looking for a Technical Support Engineer to become a key point of contact for our customers worldwide and help them get the most out of TheHive. Based in the US, you’ll join a support team of 5 people and work hand in hand with our developers to solve system, network and application issues in a cybersecurity context. Beyond day-to-day tickets, you’ll help us structure and improve our support operations as our international customer base grows.

The essentials

• Location: Remote, US-based / East Coast

• Contract: Full-time. You’ll start through our Employer of Record (Deel), then move to StrangeBee’s US entity once it opens

• Reports to: Support Manager

• Salary: $95 000 – $105 000 base/year

• Working hours: Monday to Friday, 9am – 6pm, your time zone, no on-call duty. Some public holidays may be worked depending on business needs

• Travel: occasional trips to our Paris HQ + Onboarding in Paris

What you’ll do

• Handle customer tickets on system, network and application topics, with the full scope of support (no L1/L2 split), escalating to our developers when needed

• Run calls and video meetings with customers when technical complexity or the relationship requires it

• Meet our SLAs to deliver a consistent, high-quality support experience

• Build and maintain support procedures, internal documentation and a knowledge base for both the team and our customers

• Produce regular activity reports to track support performance and trends

• Contribute to the continuous improvement of our support processes and tooling

What success looks like

• First 3 months: you know TheHive, our SLAs and our tools, and you handle tickets autonomously across all topics

• By 6 months: you consistently meet SLAs and have added your first articles and procedures to the knowledge base

• By 12 months: you’re a go-to person on several technical topics and you’ve driven at least one improvement to our support processes or tooling

What you bring

• 3+ years of experience in a technical support or technical customer-facing role

• A solid understanding of networking and IT infrastructure, and a broad IT culture

• You’ve handled several customer situations in parallel while staying organized and prioritizing effectively

• You explain technical concepts clearly to very different audiences, including international customers from many countries

• You’re autonomous, proactive and comfortable taking initiative

• A genuine curiosity about technology

• Fluent English, written and spoken (our customer base is mostly international)

Nice to have

• Experience at a software vendor or SaaS company

• Knowledge of scripting, Docker, Elasticsearch, Kubernetes or Cassandra

• Familiarity with cybersecurity concepts and the incident response ecosystem

• Some French

What we offer

• Remote work, in a team that mixes remote and Paris-based colleagues

• Health insurance: full US benefits package, including medical, dental and vision + 401(k)

• Equipment: laptop and setup provided

• Team life: regular team rituals, offsites, team events, the TheHive community

• A balanced schedule: office hours, no on-call duty

Our hiring process

We keep it transparent and respectful of your time: 4 steps, all by video, and an answer at every stage, even if it’s a no.

1. Discovery call with Talent Acquisition (30 min)

2. Interview with the hiring manager (1 hour)

3. Live technical case study with a member of our Support team (1 hour)

4. Final fit interview with our Head of HR (30 min)

We may run a reference check before making an offer.

At StrangeBee, we hire for skills and potential. We welcome applications from people of all backgrounds, identities and experiences. If you need any adjustment during the process, just let us know.