Sqreen is the application security platform for the modern enterprise. More than 800 organizations trust Sqreen to protect, observe and test their applications, APIs and microservices.
As opposed to pattern-based approaches, Sqreen analyses in-app execution in real time to deliver more robust security without compromising performance.
This empowers security owners to easily extend protection and visibility across their entire application portfolio without requiring on-going maintenance and tuning.
With Sqreen, organizations of all sizes can strengthen their application security, decrease the number of security incidents and resolve incidents more quickly when they do occur.
For more information, please visit www.sqreen.com.
What we need your help with :
Our Founding Support Agent will be responsible for establishing the foundations for a scalable and 24x7 support model while providing a great experience to our current and future customer base.
If you’re a fan of designing processes and tools to provide a best in class experience for customers, we’re looking for you!
Ideally, you’ll have experience leading customer support in a B2B SaaS environment, for a technical product like Sqreen.
Experience in a larger scale (post series B) startup with a strong customer support model is a huge plus as well.
This role can either be based in our Paris office or be remote across EMEA (we currently have engineers in 6 cities in France with others in Lisbon, London, Alexandria and Edinburgh for example!) and will report to our VP of Engineering, Nuno.
Day-to-day you'll :
Act as the owner for all-things support at Sqreen
Build and maintain all foundational support processes and key metrics
Lay the groundwork for a scalable and 24x7 support function - such as choosing and implementing a new ticketing system, detailed support metrics and an online trackable support case system for customers
Collaborate with Sales and Engineering - providing guidance, training, and metrics - to enable an amazing customer experience
About You :
High level of emotional intelligence (EQ)
High level of autonomy and organization
Excellent communication skills (we work in English in a distributed and international context)
Excellent user empathy - we are a Product and People first company!
Past experience managing customer support processes and tools - ideally in B2B cloud software
Past experience building and / or operating cloud software solutions, as a developer, devops, or similar role
Experience with a ticketing system like Intercom or Zendesk
Sqreeners come from all corners of the globe and all walks of life. Diversity is important to us, so if you're unsure, please apply!
Why work for Sqreen :
Be part of an incredibly talented team who are passionate about democratising security
Join at a crucial stage of our development with a huge amount of runway for you to add value
Beautiful 'Sqreenhouses' in central Paris (Sentier), and San Francisco (SoMa) - our Paris office is currently open but many Sqreeners work remotely
An international, English speaking work environment
Contribute tangibly to our core product, bringing value to our customers each and every week
Join a product-focused company, with a deep commitment to learning
Access to our broad network of Founders, Peers and Investors in Paris and San Francisco
Sqreen’s Benefits :
Enjoy premium health insurance, healthy snacks every day in the office and coached Sport sessions every fortnight (currently virtual)
Generous leave allowance
Sqreenity session every quarter - one paid week to explore a topic of your choice
Brown Bag Lunches : monthly opportunities to learn new topics from other Sqreeners or outside experts
A relaxed working environment with regular social activities
Sqreen’s Hiring Process :
45 minute video call with our local Talent Partner
45 minute video call with the Hiring Manager
Take home exercise, if applicable
Virtual onsite with the team - 4 hours total
Video call with Pierre, CEO of Sqreen
On average the whole process takes 2-3 weeks end to end, but we're pretty flexible!
Want to learn more? Here are some more resources :
The Story of Sqreen
Why Greylock Partners invested in Sqreen