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Tech Stack
Tools & technologiesDistributed SystemsGraphQLJavaScriptPythonSQL
About the role
Key responsibilities & impact- You'll own investigation and resolution of complex technical issues across APIs, integrations, authentication, provisioning, and product behavior.
- You'll guide customers and developers through technical challenges with clear, thoughtful communication across email, chat, and live calls.
- You'll identify root causes, distinguish bugs from configuration or product gaps, and collaborate with Engineering to drive resolutions.
- You'll create high-quality bug reports and provide the technical context that helps Product and Engineering resolve issues efficiently.
- You'll surface recurring customer pain points and partner with Product, Engineering, and Customer Success to improve the product and support experience.
- You'll contribute to scalable support by improving internal documentation, Help Center content, AI knowledge sources, and automation opportunities.
- You'll help evolve our support processes, tooling, and escalation paths as we continue building an AI-augmented support organization.
- You'll create and maintain troubleshooting guides and technical documentation that empower both customers and teammates to solve problems more efficiently.
Requirements
What you’ll need- You’re comfortable working in a hybrid format, with the ability to come to our St. Gallen office once per week.
- You have 5+ years of experience in Technical Support, Solutions Engineering, or a similar customer-facing technical role within B2B SaaS.
- You have SQL fluency and hands-on experience with at least one scripting language, such as Python or JavaScript.
- You have solid knowledge working knowledge of REST or GraphQL APIs — you’re comfortable reading documentation, debugging requests/responses, and helping customer developers work through integration issues.
- You have strong diagnostic instincts: reading logs, querying data, and isolating issues across distributed systems.
- You’re comfortable troubleshooting APIs, integrations, authentication, and distributed systems.
- You thrive in situations where answers aren’t always documented, bringing together product knowledge, customer context, and sound judgment to solve problems thoughtfully, with the team’s support along the way.
- You communicate confidently with both technical and non-technical audiences.
- You speak English fluently.
Benefits
Comp & perks- 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
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
SQLPythonJavaScriptREST APIsGraphQL APIsTroubleshootingBug ReportingTechnical DocumentationData QueryingDistributed Systems
Soft Skills
Clear CommunicationProblem-SolvingCollaborationCustomer-Facing SkillsJudgment