Customer Success Engineer (Full-Time)

Red Alert Labs is hiring!

About

Red Alert Labs is a cybersecurity company dedicated to securing connected devices and critical infrastructure across industries. With deep expertise in IoT security, compliance, and embedded system evaluation, we support manufacturers, testing labs, certification bodies, and regulators around the world. Our mission is to build digital trust in connected technologies by helping stakeholders design, test, and certify secure products that meet international standards and schemes such as ETSI EN 303 645, RED Directive, EUCC, and much more!

Our team of experts blends cutting-edge research with real-world experience to offer end-to-end services—from threat modeling and security assessments to lab testing and compliance audits. We work with global clients in healthcare, energy, smart home, and industrial IoT, enabling them to bring trusted and secure products to market faster.

To scale our impact, we’ve developed CyberPass, a powerful SaaS platform that automates and simplifies IoT security and compliance workflows. CyberPass empowers users—from manufacturers and labs to scheme owners—to collaborate in a unified environment for product onboarding, documentation, risk analysis, testing, and certification. The platform is fast becoming a cornerstone in the digital product lifecycle for regulated markets.

Job Description

We are looking for a Customer Success Engineer to accelerate client onboarding, enhance support responsiveness, and optimize communication between customers and our technical teams. Your mission? Deliver an exceptional customer experience while reducing churn and supporting product adoption.

As the first line of technical contact, you’ll work cross-functionally with Sales, Product, and Engineering Teams to ensure our growing customer base thrives with our solutions.

Key Responsibilities

  • Client Onboarding & Enablement: Lead the onboarding process for new clients, ensuring timely setup, smooth configuration, and delivery of tailored training sessions to help users reach key milestones and realize value quickly.

  • Technical Support & Troubleshooting: Manage and resolve incoming support requests via email, chat, and video calls. Investigate issues, replicate bugs, and collaborate with the product and engineering teams when escalation is needed.

  • Customer Relationship & Guidance: Act as a trusted technical advisor by understanding customer goals, providing best practices, and identifying opportunities to increase product adoption and satisfaction.

  • Content & Documentation: Create and maintain helpful resources like user guides, FAQs, and training materials to support platform usage and reduce support friction.

  • Product Feedback & Reporting: Collect structured feedback from clients, contribute to product improvements, and report on performance metrics related to onboarding, support quality, and customer satisfaction.

Preferred Experience

We’re looking for someone with:

  • 2–5 years of experience in a customer-facing technical role (Support, Customer Success, Presales, etc.)

  • Tech-savvy and comfortable learning new tools and systems quickly

  • Strong troubleshooting, communication, and organizational skills

  • Familiarity with support tools like Zendesk, Intercom, or similar

  • Experience creating helpful technical content (guides, tutorials, videos)

  • Ability to manage multiple priorities independently

Bonus Points if You Have:

  • Experience in cybersecurity, compliance, or regulated industries

  • Worked with SaaS platforms for labs, auditors, or manufacturers

  • Speak French, German, or Mandarin

Education:

  • Bac +2 or higher in IT, Business, Marketing, or a related field

Excited to help customers succeed while shaping an industry?

We’d love to meet you.

Recruitment Process

  • Intro Call: Understanding your drive, career aspirations, and how they align with our team and company culture.

  • Technical Fit Interview with evaluating your customer success methodologies, and problem-solving abilities relevant to the role.

  • Final Interview with our CEO

Additional Information

  • Contract Type: Full-Time
  • Start Date: 01 June 2025
  • Location: Paris
  • Possible full remote