This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Support Engineer based in Switzerland.
As a Customer Support Engineer, you will serve as the first point of contact for customers, ensuring their technical issues are understood, validated, and resolved with speed and clarity. You will play a key role in shaping the customer experience by triaging incoming requests, guiding users through troubleshooting steps, and acting as a bridge between customers and engineering teams. In this highly SLA-driven environment, your work will directly influence customer satisfaction and product reliability. You will engage with APIs, integrations, logs, and technical workflows to reproduce issues and ensure accurate escalation when needed. Beyond reactive support, you will contribute to improving documentation, processes, and internal tooling to enhance overall efficiency. This role is ideal for someone who enjoys combining technical curiosity with customer empathy in a fast-paced, product-driven environment.
Accountabilities
- Acknowledge, triage, and prioritize incoming customer support tickets while ensuring SLA compliance and timely response.
- Validate and enrich support requests by gathering missing technical details such as reproduction steps, logs, and environment information.
- Diagnose and troubleshoot technical issues, including APIs, integrations, data flows, and system behaviors.
- Reproduce reported bugs, document findings clearly, and escalate complex issues to engineering teams when required.
- Act as the communication link between customers and internal teams, ensuring clear, empathetic, and consistent updates on issue status.
- Provide immediate solutions or workarounds for known issues to minimize customer disruption.
- Support customers through structured troubleshooting while maintaining high standards of clarity and professionalism.
- Contribute to improving internal knowledge bases, documentation, and support processes based on recurring issues and insights.
- Suggest product improvements and communication enhancements to reduce future support friction.
- Participate in an on-call rotation for critical incidents (including evenings and weekends) as required by operational needs.
- Collaborate with engineering and product teams to continuously improve customer experience and system reliability.
Requirements
- 2–3+ years of experience in customer-facing roles such as Customer Support, Technical Support, Customer Success, Implementation, or similar positions.
- Strong communication skills with the ability to explain technical concepts clearly and simply to both technical and non-technical audiences.
- Familiarity with APIs, integrations, data flows, or technical systems, with the ability to learn and troubleshoot new concepts quickly.
- Experience working in SLA-driven environments with multiple priorities and time-sensitive requests.
- Strong analytical and problem-solving skills with attention to detail and structured thinking.
- Proven ability to manage multiple tasks and customer requests simultaneously in an organized manner.
- Curiosity and willingness to dive into technical documentation, logs, and product behavior.
- Comfortable working closely with engineering teams and escalating issues when necessary.
- Fluency in English (additional languages are considered a plus for global customer coverage).
- Experience with tools such as Jira, Zendesk, Intercom, or similar support systems is an advantage.
- Basic understanding of SQL, log analysis, or bug reproduction workflows is a plus.
- Startup or developer tools environment experience is beneficial but not required.
Benefits
- Competitive salary package ranging from €50,000 to €70,000 annually, depending on experience.
- Remote-first work environment with flexibility to work from anywhere in Europe.
- Stock options as part of the overall compensation package.
- Opportunity to work in a fast-growing, high-impact open-source technology company.
- Direct exposure to modern API-based systems, billing infrastructure, and developer-focused products.
- Strong learning environment with opportunities to develop technical and customer-facing expertise.
- Collaborative, high-performance team culture focused on ownership and continuous improvement.
- Meaningful impact on customer success from day one.
- Access to modern tools, processes, and support systems in a scaling organization.
- Opportunity to contribute to product improvements, documentation, and operational excellence.