Customer Support Tools & Automation Specialist

Proton seeks a Customer Support Tools & Automation Specialist in Zürich to manage support platforms, AI tools, and automation workflows for global teams.

This position focuses on the configuration, administration, and optimization of customer support infrastructure and artificial intelligence systems. The specialist ensures that support channels, automation rules, and reporting mechanisms function efficiently, while also coordinating with engineering and operational teams to maintain high standards of service delivery.

Responsibilities

• Serve as the primary liaison with customer support platform vendors.
• Set up and manage support channels, agent groups, routing logic, and automation rules.
• Create and maintain ticket types, custom fields, and categorization structures.
• Organize and update the knowledge base structure and internal articles for agents.
• Develop and generate regular reports on support metrics.
• Define, test, and maintain procedures for AI tool usage.
• Configure and upkeep AI agents within the support ecosystem.
• Collaborate with engineering teams to implement updates to in-house support tools.
• Provide technical training and support to customer support staff on platform usage.
• Conduct statistical and root cause analysis to identify trends and improve processes.

Requirements

• Strong problem-solving abilities and a constructive mindset.
• Comfort working in a fast-paced, dynamic environment.
• Commitment to digital privacy principles.
• Technical background, such as an IT Engineering degree, or equivalent tech proficiency.
• Hands-on experience with Zendesk or comparable support platforms.
• Familiarity with AI tools and their application.
• Advanced proficiency in Excel or spreadsheet software.
• Keen attention to detail and strong analytical capabilities.
• Experience using scripting or automation tools to streamline repetitive tasks.
• Understanding of large-scale customer support organizational structures.

What the company offers

• Stock options available to all employees.
• Provision of necessary hardware and software.
• Opportunities for career growth through meaningful challenges and ownership.
• Comprehensive health coverage, retirement plans, generous leave, and wellness support.
• Daily lunch and snacks provided at office locations.
• Coverage for public transport, bike allowances, or parking.
• Flexible working hours based on outcomes.

About the company

Proton operates with a clear mission: to protect the privacy of millions of users. The company answers solely to its users, independent of advertisers, investors, or governments. Employees at Proton have a tangible stake in their work from day one, contributing to projects with measurable impact. Collaboration is primarily in-person across offices in Geneva, Zürich, Barcelona, London, and other locations.

• Millions of people trust Proton with their privacy.
• The company answers only to users, not advertisers, investors, or governments.
• The work has measurable impact.
• Employees have a real stake in what they are building from day one.
• Collaboration is primarily in-person across offices in Geneva, Zürich, Barcelona, London, and more.