Customer Support Tools & Automation Specialist

Join Proton and build a better internet where privacy is the default

Proton was founded in 2014 by scientists from CERN on a simple truth: privacy is a fundamental human right. Since then, we’ve built the world’s largest encrypted email service (Proton Mail) and expanded into Proton VPN, Proton Drive, Proton Pass, and Proton Calendar—tools used by millions globally to protect their freedom, fight censorship, and keep their data safe. In some situations, Proton has literally helped save lives!

We are profitable, independent (no VC control), and selectively hire from the top ~1% of applicants. Our 500+ team members across 50+ countries come from leading organizations and elite academic backgrounds. We move fast, keep hierarchy light, and prioritize impact over optics. If you want to do meaningful work with exceptionally high-caliber people, this is it. Join us and do work you can truly be proud of. Check our open-source projects here!

Purpose of the role

As a Customer Support Tools & Automation Specialist, you’ll be working on configuring and implementing changes in the customer support platforms and AI tools. You will administer users, macros, automation rules and dashboards, prepare reports, and work on processes, tools and other software designs in the Customer Support department. You will coordinate projects with related teams to ensure the efficient execution of initiatives, ensure optimal process flows at the department level, share skills and knowledge with others within the teams, and provide leadership for operational excellence. You will perform statistical and root cause analysis to provide customer feedback and trends to the Customer Support team and throughout the organization.

What you will do:

• Be the main contact with customer support platform vendors
• Configure Customer Support channels, agent groups, automation rules, and routing rules
• Configure and add new ticket types, fields and categorizations
• Configure and maintain knowledge database structure
• Configure suggested macros and internal knowledge base articles for agents based on ticket categorization
• Define and prepare reports
• Define and maintain processes and procedures for AI tools
• Train and test AI tools
• Work on configuration and maintenance of AI agents
• Work with engineering teams to implement changes in the in-house customer support tools
• Provide tech support and training on support platforms to Customer Support staff

What we are looking for:

• You're a problem solver with a positive attitude
• You enjoy working in a highly dynamic environment
• You care about digital privacy and you want to make a difference
• You have a technical background (IT Engineering degree preferred) or are tech-savvy
• You have experience with Zendesk or other similar platforms
• You have experience with AI tools
• You have strong Excel/Spreadsheet skills
• You have strong attention to detail and analytical skills
• You have experience with scripting or automation tools to streamline repetitive workflows
• You understand large Customer Support organizational structures

What We Offer

• Work that Matters: millions of people trust Proton with their privacy. We answer only to our users — not advertisers, not investors with conflicting agendas, not governments. The work you do here is real, and the impact is measurable. (read more about our impact here)
• Stock Options: at Proton, we all have the opportunity to be owners of the company. From day one, you have a real stake in what we're building. When Proton wins, you win.
• Technology: you'll get the right hardware and the right software you need to do your best work.
• Learning & Development: we invest in your growth because sharp people make us better. Proton is one of the fastest ways to accelerate your career because you'll be thrown into real challenges, with real ownership, from day one.
• Employee Benefits: your wellbeing isn't an afterthought. We offer strong health coverage, solid retirement options, generous leave, and wellness support so you can bring your best self to work every day
• In-Person Collaboration: Amazing things happen when passionate, smart, and purposeful people get together in the same room. With offices across Geneva, Zürich, Barcelona, London and more, you'll spend most of your time collaborating face-to-face with people who genuinely care about what they're building
• Food: Lunch and snacks are on us every day in our offices so you can focus on the work and not on what's for lunch.
• Transport: getting to the office shouldn't cost you. We cover public transport, bike allowances, or parking, whichever works for you.
• Flexible Working: you own your schedule. Set hours that work for you and your team — because outcomes matter more than when the clock says you started.

Our Commitment to Diversity and Inclusion

At Proton, we believe diversity drives innovation and strengthens our mission to provide privacy as a default for all. We are committed to fostering an inclusive environment where all individuals, regardless of race, ethnicity, gender, age, sexual orientation, physical ability, or socio-economic background, feel valued and empowered. We strive to create equal opportunities, promote open dialogue, and support continuous learning to ensure every voice is heard and respected.

If you need any extra support or reasonable adjustments during the hiring process, please let your talent partner know.

Candidate Privacy Notice

When you apply for a position, refer a candidate, or are considered for a role at Proton Technologies AG (Proton, we, us, or our), your information is stored in Greenhouse, in accordance with their Service Privacy Policy. This information is used to evaluate your suitability for the posted position. We also retain this information for consideration for future roles that you may apply for or that we believe may align with your background and skills.

If we no longer have a legitimate business need to process your information, we will either delete or anonymize it. Should you have any inquiries about how we use or manage your information, or if you wish to access, correct, or delete your data, please contact our privacy team at careers@proton.ch.

Proton does not accept unsolicited resumes from any sources other than directly from candidates. We will not pay a fee for any placement resulting from an unsolicited offer, even if the candidate is subsequently hired by Proton.

To learn more about our privacy policy, please visit our privacy policy page.

#LI-Onsite