Enterprise Customer Support Specialist — Onboarding & AI
DSwiss AG
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Benefits offered by this job
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
Education
Tools
Job description
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
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