HEAD OF SUPPORT

About

Sekoia.io rethinks cybersecurity to make it even more relevant, effective and accessible. One of the main challenges we address is to constantly analyze and understand emerging threats to define appropriate strategies and have the capacity to execute them on a large scale. By combining technology and a multi-disciplinary team of Threat Intelligence enthusiasts, Sekoia.io is making a strong impact in cybersecurity with an approach that breaks down silos, whether technological, organizational or cultural.

Job Description

We seek an innovative and user-oriented Head of Support to lead our helpdesk and sustain Sekoia's reputation for delivering exceptional customer service. Reporting to the CTPO, this role requires a hands-on leader who can initially dive deep into customer issues while scaling the entire support function at Sekoia. The ideal candidate will be able to prioritize support needs, advocate for the users and improve processes while communicating effectively with the team and other departments.

Your Missions

• User-Centric Leadership: Maintain our reputation for exceptional support by leading a user-first approach. Ensure every interaction reflects our commitment to quality and captures the voice of the customer to drive continuous improvement.
• Helpdesk and Investigation Management: Oversee all helpdesk operations, including the handling of customer inquiries and troubleshooting, alongside first-level investigation on more complex issues.
• Hands-on Involvement: Demonstrate a willingness to engage directly in helpdesk operations during the early stages, setting a standard of excellence and gaining insights for future growth and scaling.
• Team Advocacy and Representation: Act as the support team's advocate in cross-departmental meetings, ensuring their priorities and insights are recognized and championed throughout the organization.
• Organizational Development: Lead and develop the support team, focusing on resolving challenges such as its international expansion, nurturing professional growth, and equipping the team with the tools and skills necessary for success.

The position can be based in Paris, Rennes or in full remote in any major cities in Europe. Professional trips to Rennes (paid for by the company) will be expected.

Preferred Experience

We are excited to meet you if:

• You have an engineering degree or a similar degree.
• You have at least 2 years of experience in a leading Support position of a B2B SaaS Vendor.
• You’re curious about new trends and technological developments.
• You see yourself as an autonomous learner, actively investing in continuous self-improvement.
• You are fluent in English. Other languages are a real plus!
• Having experience in Cyber Security is a plus.

Side Notes

• We are looking for a leader who not only has great organizational and problem-solving skills but who also inspires and empowers their team to excel.
• A strong background in leading support teams and fostering a positive, collaborative environment is highly preferred.

Are you interested in this job but feel you haven't ticked all the boxes? Don't hesitate to apply, and tell us in the cover letter section why we absolutely must meet!

Recruitment Process

Here's what's in store for you if you apply:

• HR Interview with Clémentine, Talent Acquisition Manager (45')
• Skills fit Interview with Paul, team member of the Support Team (60')
• N+1 Interview with Georges, CTO (60')

Our process usually takes about 2-3 weeks depending on availability, it includes reference calls. The program: discussions rather than trick questions! These discussions will help you understand how Sekoia.io works and what it stands for. But they are also (and above all) an opportunity for you to tell us about your career path and your expectations for your next job!

Sekoia.io is an equal opportunity employer for any minority, disability, gender identity or sexual orientation. We are committed to hiring and supporting diverse teams of people from all backgrounds, experiences, and perspectives.

Additional Information

• Contract Type: Full-Time
• Location: Paris, Rennes, Frankfurt Am Main
• Experience: > 4 years
• Possible full remote