Customer Care Specialist (Technical Support)

Riot is looking for a Customer Care Specialist (Technical Support) to join its Paris-based team full-time and work on-site. This product-led cybersecurity company explains its mission as helping organizations build a safer culture by delivering quick, chat-based courses and safe phishing simulations to employees. Riot has raised 45 million dollars from investors including Y Combinator, Left Lane, Base10, Funders Club and First Capital, and today protects more than 2,000,000 employees in over 2,000 companies worldwide, with names like Intercom, Deel and Deezer on the roster. The role sits on the front line of client support, taking ownership of the most complex technical requests and, over time, turning recurring issues into AI automations to help the team scale as the company grows. If you enjoy translating technical topics for customers and want to help strengthen cybersecurity culture, this could be a great fit.

A day in the Riot support hub blends problem-solving and product feedback. You’ll handle complex tickets via Fin/Intercom by email and chat, typically around 75–80 requests per week, diagnosing and resolving issues that touch configuration, integrations, connectivity, data and reporting, and you’ll reproduce bugs when needed. You’ll translate technical topics into plain language for customers, document reproduction steps, and escalate with the right context to engineering using Linear, keeping clients updated as work progresses. You’ll surface product feedback from tickets through Linear to shape the product, look for repeating patterns, and turn them into automations to improve guidance and answers. You’ll help keep the internal knowledge base and Help Center current in step with weekly product releases and write Help Center articles to help customers become more self-sufficient, all while contributing to ongoing improvements in automation and AI within the support team.

The essentials we’re looking for

• At least two years spent in a support, tech support, or customer experience role, ideally within SaaS or tech
• A natural comfort with technology: quick to learn new tools, able to configure automations and set up integrations on your own, and you actively use AI in daily work
• A continuous-improvement mindset with a sense of autonomy and a focus on outcomes
• Professional English and fluent French, both written and spoken
• Experience with Intercom or Fin or a similar AI-driven support tool
• Familiarity with automation platforms such as n8n or Zapier, plus daily tools like Linear, Hubspot and Notion
• Experience writing and maintaining a knowledge base or Help Center
• Strong customer empathy, able to anticipate needs and build trust in every interaction
• You don’t need to be a cybersecurity expert, but you should be motivated by Riot’s mission

Extras that help you fit in

• A hands-on doer who isn’t afraid to roll up their sleeves and get things done
• High standards and a commitment to top-tier performance
• A genuinely enthusiastic approach to work and collaboration

The practical side of joining Riot

The role is full-time and on-site in Paris, with an office described as modern and cosy in the Canal Saint Martin area. Riot presents itself as financially healthy and capital-efficient, with fundraising powering momentum for growth. The company aims to triple revenue over the past three years and grow from €20M to €40M ARR by 2026, while maintaining a collaborative team environment.

Three tips to stand out in this role

Lead your resume with the fact you have 2+ years in support or tech-support and highlight any SaaS or tech experience, especially involving Intercom or Fin or similar AI-support tools, plus any work with automation tools like n8n or Zapier and the day-to-day tools Linear, Hubspot, Notion.

When you prove you have the must-have skills, show concrete examples of configuring automations and setting up integrations on your own, and describe how you use AI daily to assist customers and resolve issues efficiently.

In interviews, be ready to discuss handling 75–80 requests per week via Fin/Intercom, how you translate complex topics for non-technical users, how you document reproduction steps and escalate with context using Linear, and how you contribute to knowledge-base updates and product feedback. Consider asking about which automation projects are currently in flight and how Linear-driven feedback has informed recent product decisions.

Recruitment begins with a 30-minute screening with the TAM, followed by a 45-minute interview with the Manager, then a 1-hour onsite case study with Milan and Joséphine, and finally a 30-minute chat with Louis, the founder.