Customer Technical Support Engineer

Job description 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. Hiring process We aim to keep our process transparent, structured, and respectful of your time. Discovery call with the hiring team (30 minutes) A first conversation to understand your background, motivations, and answer your initial questions. Interview with the hiring manager (1 hour) Deep dive into your experience, skills, and the role expectations. AssessFirst personality assessment A short online assessment to help us understand how you work and how you might thrive within the team. Interview with the Head of HR (30 minutes) Discussion around vision, culture fit, and long-term alignment. Please note we may conduct a reference check before finalizing the offer. About us StrangeBee is a European cybersecurity software company specializing in Incident Response. Founded in 2018 by the creators of TheHive and Cortex, StrangeBee was built on the success of these tools that quickly became widely adopted within the cybersecurity community. What started as open-source initiatives evolved into enterprise-grade solutions trusted by organizations worldwide. Today, TheHive is recognized as a leading incident response platform, empowering thousands of security analysts to detect, investigate, and respond to cyber threats efficiently. StrangeBee now operates as a fully commercial software vendor, focused on delivering robust, scalable, and continuously evolving solutions tailored to the needs of modern security teams. Our ambition is clear: strengthen our product ecosystem, meet the fast-growing demands of the cybersecurity market, and establish StrangeBee as a global leader in incident response platforms. We are growing fast and we’re looking for people who want to grow with us. Why join us At StrangeBee, you won’t just join a company, you’ll help shape a growing European cybersecurity leader. What makes us different is not only what we build, but how we build it. Customer Centric Everything we do starts with impact. We build for real security teams facing real threats. We listen carefully, challenge assumptions, and aim to deeply understand the “why” behind every need. If you care about delivering meaningful value, not just shipping features, you’ll feel at home here. Quest for Excellence “Good enough” is not our standard. We continuously question how we work, how we collaborate, and how we improve our product. Excellence for us means rigor, accountability, and pride in craftsmanship, whether in code, sales conversations, customer support, or internal processes. Embrace Change Cybersecurity evolves constantly, so do we. We encourage initiative, ideas, and constructive challenge. If you see something that could be better, you’re expected to speak up and help drive improvement. Change is not something we endure; it’s something we actively shape. One Team We believe performance comes from trust. We foster open communication, mutual respect, and psychological safety. Everyone’s voice matters, and collaboration goes beyond titles or departments. We succeed together. Joining StrangeBee means working in an environment where ownership is real, standards are high, and impact is visible while being part of a team that genuinely supports each other. Apply To This Job