Technical Support Engineer

We are looking for a Technical Support Engineer to join our support team and become a key point of contact for our clients worldwide. In this role, you will handle technical support requests across system, network, and application topics in a cybersecurity context, helping our customers get the most out of TheHive platform.

Beyond day‑to‑day ticket handling, you will play an active role in structuring and improving our support operations: building knowledge bases, writing procedures, and producing activity reports. You will interact with customers primarily through our ticketing system, but also through calls and meetings when the situation requires it.

This is a standard office‑hours position (Monday to Friday, 9am – 6pm), with no on‑call duty. Some public holidays may be worked depending on business needs.

Responsibilities

• Handle customer support tickets on system, network, and application topics in a cybersecurity context
• Conduct customer calls and video meetings when technical complexity or relationship needs require it
• Respect and uphold defined SLAs to ensure a consistent and high‑quality service experience
• Design and maintain support procedures and internal documentation
• Build and manage a knowledge base to support both the team and customers
• Produce regular activity reports to monitor support performance and trends
• Contribute to continuous improvement of support processes and tooling

Requirements

• Minimum 3 years of experience in a similar support or technical customer‑facing role
• Fluency in English, both written and spoken (our customer base is predominantly international)
• Strong communication skills and ability to explain technical concepts clearly to diverse audiences
• Solid understanding of networking and IT infrastructure
• Broad IT culture and genuine curiosity about technology
• Strong organizational skills and ability to prioritize effectively
• Autonomous, proactive, and comfortable taking initiative

Nice to have

• Prior experience at a software vendor or SaaS company
• Knowledge of scripting, Docker, Elasticsearch, or Kubernetes
• Familiarity with cybersecurity concepts and the incident response ecosystem

You might feel hesitant to apply if you don’t match 100% of the requirements. This list is a guide, we encourage you to apply even if you are a partial match. We are building teams that innovate, not teams that simply tick every box