Technical Support Lead - Remote

Overview

Join us in the exciting growth of Hackuity! We are a European cybersecurity startup recognized for our technical expertise and innovative solutions. Our platform provides a global and continuous view of IT vulnerabilities, helping companies manage their security posture and compliance obligations. With more than 50 subscribers, a fundraising of €12M in March 2022, and offices in France (Lyon, Paris) and in Asia (Singapore) Hackuity is expanding rapidly.

In Short

• Provide exceptional L1 functional and technical support to customers.
• Diagnose, resolve, and track incidents to maintain service excellence.
• Address and resolve technical issues remotely or onsite.
• Ensure traceability of actions in the incident management tool.
• Develop and maintain technical documentation.
• Collaborate with R&D to identify new features and improvements.
• Supervise support activity including incident management and reporting.
• Work in a dynamic environment with a focus on customer success.
• Engage with cutting-edge technologies in cybersecurity.
• Participate in a transparent and efficient recruitment process.

Requirements

• Bachelor’s or master’s degree in computer science, Engineering or a related field.
• 3 to 8 years of IT support experience.
• Strong team player with a curious and analytical mind.
• Experience with customer support tools such as Zendesk.
• Excellent communication skills in English.
• Collaborative mindset with the ability to work across cultures.
• Understanding of technology platforms and B2B SAAS support.
• Proficiency in an ASEAN local language is a plus.
• Proficiency in scripting language (Python) is a plus.

Benefits

• Possible part-remote work or full remote/work from home.
• Opportunities to work on cutting-edge technologies.
• A company immersed in the cyberculture.
• Flexible working hours.
• High-quality offices in an ideal location.