Customer Support Technical Platform Operations Specialist

Job description

A better internet is possible, one that empowers people to choose how their personal information is used. This might seem daunting, or even impossible, but at Proton, building this better internet is what we do every day.

Proton was founded in 2014 by a group of scientists who met at the European Organization for Nuclear Research (CERN). Our first product, Proton Mail, is now the world’s largest encrypted email service. Subsequent Proton products, such as Proton VPN, Proton Calendar, and Proton Drive, use end-to-end encryption that gives our users full control over how and with whom their data is shared.

Today, Proton is making privacy universally accessible to more than 50 million registered users, including journalists, some of the world’s largest organizations, and people in more than 180 countries. Our diverse and dynamic team is made up of more than 400 members representing over 30 different nationalities. While we are based in Geneva, Switzerland, we have offices in Zurich, Prague, London, Vilnius, Skopje, Taipei, and many more employees working remotely around the world.

New York Times journalists, some of the world’s largest corporations, and millions of ordinary citizens use our products so they can choose who, if anyone, sees their information. Join us at one of Europe’s fastest-growing companies to help us solve challenging problems and build new products that will reach hundreds of millions of people. We want to create more than just one of the world’s most impactful tech companies, we want to create a new internet that serves the interests of all people. We need you, your voice, your ideas, and your ambition to make it happen.


Purpose of the role 

As a Customer Support Technical Platform Operations Specialist, you’ll be working on configuration and implementing changes in the customer support platforms, administering users, macros, triggers and dashboards, preparing reports, working on processes, tools and other SW designs in the Customer Support department. You will coordinate projects with related teams to ensure the efficient execution of initiatives. Ensures optimal process flows at the department level. Shares skills and knowledge with others within the teams and provides leadership for operational excellence. Performs statistical and root cause analysis to provide customer feedback and trends to the CS team and throughout the organization.


What you will do

  • be the main contact with the customer support platform vendors
  • map the current instances and prepare future set-up of the organization in the customer support platform
  • configure channels, agent groups, triggers, macros, agent skills, routing rules
  • configure/add new ticket types, fields and categorization
  • configure and maintain knowledge database structure
  • configure suggested macros/similar tickets/KB articles to agents based on the ticket categorization and field entries
  • define and prepare reports
  • define and maintain processes
  • work on configuration and maintenance of a chatbot
  • work with developers to implement changes in the in-house customer support tools
  • provide tech support on Customer Support platforms to all Customer Support staff

Job requirements

  • experience with Zendesk (or other similar platforms)
  • strong Excel skills
  • strong analytical skills
  • understanding large Customer Support organizational structure
  • technical background (IT Engineering degree preferred) or being tech-savvy


Why you should join Proton

  • Be part of a movement - Proton is not just a product or service but a community-driven movement united by a shared vision of online freedom. Our services are open source, audited, and supported by community contributions. We give back to our community by maintaining core encryption libraries and by supporting other organizations furthering the same goals as us.
  • Work with smart and dedicated people - Our team is diverse, collaborative, and tight-knit with people coming from all walks of life, including many of the world’s top academic institutions and organizations, such as MIT, Harvard, Stanford, Caltech, Cambridge, and ETH.
  • Join a strong brand - Our encrypted email service - ProtonMail - has grown to be a staple of online security and privacy. Proton has been featured in multiple popular television and film productions, such as Mr. Robot, Knives Out, Sounds of Metal, and more.
  • Grow with us - We’re one of Europe’s fastest-growing startups, doubling in size every year. Our growth gives you limitless career and educational opportunities as well as the opportunity to work side-by-side with many world-leading experts in their fields.
  • Have your voice heard - We value your opinion and encourage you to speak up and share your ideas and thoughts. At Proton, no problem is someone else’s problem. We collectively strive to do the right thing and be the undisputed best in the world at everything we do.
  • Benefits – these vary by location and type of contract but expect support on your vacation, parental leave, refreshment if working from the office, learning and development opportunities, equity for shared success, flexible working hours and remote work, company events and team building activities.


Proton uses the Recruitee recruitment platform for a more effective hiring process and a better candidate experience. Your data will always be kept confidential and is not shared with any third parties. Keep in mind that you will receive emails from the email address careers@protonmail.recruitee.com or other addresses on the protonmail.recruitee.com domain.

Due to recent scams, please be careful with any suspicious emails pretending to be Proton team and forward them to abuse@proton.me. Proton will never ask for payments from candidates.

Proton does not accept unsolicited resumes from any sources other than directly from a candidate. Proton will not pay a fee for any placement resulting from the receipt of an unsolicited offer, even in a situation when the relevant candidate is employed by Proton. By applying to a role at Proton, you acknowledge that we will process and store your personal data for at least the duration of the hiring process and as necessary to enter a contractual relationship with you.