Customer Support Associate

DSwiss AG; Lisboa; On-site; EUR 45,000 - 65,000; Full time

Benefits offered by this job

25 Days of Vacation

Annual International Retreats

Empowered to Make an Impact

Learn from the Best

Delicious Perks: Free lunches, snacks,

Meal allowance

Health insurance

Public transportation allowance

Climate-neutral data centers

Job summary

DSwiss AG in Lisbon is seeking a Customer Support Associate to own onboarding, lead complex support challenges, and ensure scalable, high-quality service throughout the customer lifecycle. You will partner with Customer Success, Product and Engineering to streamline case handling, resolve advanced technical issues, and expand self-service capabilities for greater efficiency and satisfaction.

The role involves incident management, API and integration questions, and continuous improvement of

Qualifications

• Near-native English (C1), written and spoken.
• German (B2), written and spoken.
• 2–5 years in customer support or related roles.
• Completed apprenticeship, or ongoing studies/training in IT, business, or a related discipline.
• Experience handling complex escalations and coordinating with engineering/operations.
• Experience serving Enterprise customers in a similar role.
• Proficiency with support/monitoring tools (e.g., HubSpot, Jira, logging/alerting).
• Experience with APIs, integrations, and system configuration.

Responsibilities

• Lead customer onboardings and provide high service throughout the customer lifecycle.
• Own and manage complex customer support cases and technical incidents.
• Act as the primary escalation point for challenging support requests.
• Collaborate with engineering and internal stakeholders to resolve technical issues and keep Clients informed.
• Support customers with system integration, configuration, and architecture questions.
• Assist with certificates, authentication, and infrastructure configuration for customers.
• Identify recurring issues and drive root cause analysis and long-term fixes.
• Continuously improve support workflows, tooling, and documentation.
• Maintain and expand knowledge base articles and internal guides.

Skills

English (C1)

German (B2)

Customer support experience

IT / tech knowledge

APIs & integrations understanding

Education

Apprenticeship / IT training

Tools

HubSpot

Jira

Logging/alerting tools

Job description

Through SecureSafe, DSwiss operates a trusted Swiss infrastructure for the secure exchange, delivery and storage of confidential information. Banks, insurance companies, public institutions and other regulated organisations use our solutions when data protection, data sovereignty and security are business-critical. The platform is hosted in Switzerland, is ISO 27001-certified and is based on a zero-knowledge architecture. For 17 years, hundreds of companies and institutions have placed their trust in DSwiss.

As a Customer Support Associate, you are a key driver of exceptional customer experience. You take ownership of support and onboarding, lead complex support challenges, take care of self-serve improvements incl. our AI agent and help to optimize processes to ensure scalable, high-quality support delivery.

Partnering closely with other departments like Customer Success, Product or Engineering, you streamline case handling, identify root causes, and implement improvements that enhance service performance. You independently resolve advanced technical issues, collaborate across teams to manage incidents, and expand self-service capabilities to increase efficiency and customer satisfaction.

Responsibilities

• Lead customer onboardings successfully and provide a high service throughout the whole customer lifecycle.
• Own and manage complex customer support cases and technical incidents.
• Act as the primary escalation point for challenging support requests.
• Collaborate closely with engineering teams and other internal stakeholders to resolve technical issues while keeping Clients updated and informed.
• Support customers with system integration, configuration, and architecture questions.
• Assist technical setup tasks such as certificates, authentication, and infrastructure configuration for our customers.
• Identify recurring issues and drive root cause analysis and long-term fixes.
• Continuously improve support workflows, tooling, and documentation.
• Maintain and expand knowledge base articles and internal troubleshooting guides.

Requirements

Must-Have

• Near-native in English (C1), written and spoken
• Fluency in German (B2), written and spoken
• 2-5 years of experience in customer support or other customer-facing roles
• Completed apprenticeship, or ongoing studies/training, in IT, business, or a related support discipline
• Experience handling complex escalations and coordinating with engineering teams and operations, including customer success
• Experience serving Enterprise customers in a similar role
• Proficiency with support and monitoring tools (e.g., HubSpot ticketing, Jira, logging/alerting systems)
• Experience in technical troubleshooting, including APIs, integrations, and system configuration

Nice to Have

• Support-specific training or certifications (e.g., ITIL, CCNA, or similar)
• Technical aptitude for improving the AI support agent
• Experience working in an international or fast-growing and changing environment

SecureSafe takes its values seriously in practice, not just on a slide deck. Transparency, ownership, empowerment, curiosity, and care shape how the team works and how decisions get made. You'll have:

• 25 Days of Vacation: Recharge and thrive with above-market holiday time, reflecting our people-first approach to work-life balance.
• Annual International Retreats: Collaborate, relax, and explore at company offsites in beautiful locations like Switzerland, Italy, and beyond.
• Empowered to Make an Impact: Every voice matters—you're encouraged to drive improvements, contribute ideas, and create real value from day one.
• Learn from the Best: Grow your skills in a high-performing, international team of experienced and talented professionals.
• Delicious Perks: Enjoy free lunches, snacks, and drinks daily—because fuel matters.
• Meal allowance, health insurance coverage, and public transportation allowance.
• Work for a company committed to sustainability—our data centers operate climate-neutral.