Technical Customer Support Specialist - German-speaking

As a Technical Customer Support Specialist, you'll be the trusted technical problem-solver our customers reach for when something is in their way. You'll resolve issues with speed and care across email, chat, and the occasional call — from everyday product questions to hands-on SSO and custom domain setups — and you'll make sure every customer leaves an interaction feeling looked after, not just closed out. Just as importantly, you'll help our support system get smarter over time: improving our knowledge base, sharpening what our AI tooling can resolve on its own, and turning recurring problems into permanent fixes.

Responsibilities

Be the technical front line; Serve as the primary point of contact for customers seeking technical assistance through Intercom (email and chat), and be available for occasional calls for technical setups; Provide timely, professional, genuinely helpful responses — troubleshooting issues and resolving them to the customer's satisfaction; Maintain a customer-centric approach throughout every interaction, not just until the ticket closes; Troubleshoot and resolve at the root; Diagnose and analyze reported issues, identify the root cause, and implement effective solutions; Provide clear workarounds where a full fix isn't immediately available, and report bugs with the detail Engineering needs to act; Partner with Engineering, Product, and subject-matter experts to resolve complex or escalated issues; Document your troubleshooting steps and solutions so the whole team benefits; Own technical setups; Coordinate and implement Custom Domain and SSO/SAML setups for customers, including certificate handling and renewals; Drive setups to timely completion against go-live dates and customer deadlines, and troubleshoot setup issues when they arise; Escalate well; Escalate critical or high-impact issues to senior support or Engineering at the right moment, with the context needed for a fast resolution; Keep customers informed on progress and expected timelines throughout an escalation; Make support smarter with AI and self-service; Work alongside our AI support tooling (Fin and related automation), spotting where it falls short and feeding back the gaps so it resolves more on its own over time; Proactively educate customers on self-help resources; Build the knowledge ecosystem; Create and maintain support documentation — FAQs, knowledge base articles, and troubleshooting guides — that compounds in value with every interaction; Share knowledge and best practices with teammates to raise the whole team's technical capability; Drive quality and continuous improvement; Uphold our quality standards across every interaction, and take part in regular quality reviews and training; Surface recurring issues and patterns, and turn them into process improvements rather than repeated tickets; Handle sensitive customer data in line with our security and compliance protocols.

Requirements

You speak German and English fluently; You're based in Switzerland and able to work hybrid from our St Gallen office - 2 days a week; You have experience in a technical, customer-facing support role, within a SaaS company, and are comfortable owning issues end to end; You have real technical aptitude — you're comfortable with concepts like SSO/SAML, DNS and custom domains, APIs, and web technologies, and you enjoy learning the next layer; You've worked in a modern support tooling environment (Intercom or similar) and are excited to work alongside AI and automation, not threatened by it; You have a genuine instinct for customer experience — you care about how customers feel, not just whether the ticket closed; You think in systems and solve problems at the root, and you document as you go; You're a clear, confident communicator with both customers and internal technical teams.

Benefits

A minimum of 25 days annual leave per year; Parental, family care, and bereavement leave; Daily sickness benefits and accident insurance; Paid educational and wellbeing days off; Wellbeing, learning and development, and commuter allowance; Home office setup budget; Pension fund: contributions paid 60% by us and 40% by you; Access to exclusive perks and discounts from hundreds of top brands; Workation: Work from inspiring locations around the world for up to 45 days per year; Invite to our summer company meet-up