Support Engineer

• Understand and challenge assumptions.
• Observe clients during their operations.
• No workshops where the client describes their "theoretical" needs.
• Meetings come afterwards: to validate your diagnosis and uncover blind spots in your analysis.
• Ask the questions nobody has asked yet.
• Translate the ambiguity in the client's mind into a clear problem, then into a simple solution.
• Design: map how data flows between systems, and why.
• Produce clear specifications that both the technical team and the client understand.
• Anticipate possible scenarios and edge cases.
• Improve our internal tooling.

Technical Business Analyst – SaaS Integrations

• Development of concepts and application software for machine automation.
• Support of customers with commissioning, system optimization, and technical support.
• Conducting training and sharing know-how with customers and colleagues.
• Development into a technical specialist and support of sales as well as customers with your own knowledge.

Technical Support Engineer

• 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.

Senior Technical Support Engineer

• Logging, qualifying and triaging incoming tickets
• Independent, solution-oriented handling of 1st-level incidents
• Escalation of complex incidents to Systems Engineers
• Performing standard changes in the Service Desk & onsite support
• Maintenance and administration of user and computer accounts as well as access rights
• Communicating with users about the status of their requests
• On-site visits to support users
• Availability to users by phone and email in a shift rotation (Monday to Friday, 07:00–18:00).

Support Engineer (80%–100%) – m/f

• Du erfasst, qualifizierst und triagierst eingehende Tickets schnell und präzise – und sorgst so für eine effiziente Weiterbearbeitung
• Incidents bearbeitest du im Rahmen des 1st Level Incident Managements eigenständig und lösungsorientiert, damit unsere Benutzer möglichst rasch wieder arbeiten können
• Bei komplexeren Störungen übergibst du die Fälle an unsere Systems Engineers und bleibst als verlässlicher Ansprechpartner nah am Geschehen
• Durch die Durchführung von Standard Changes im Verantwortungsbereich des Service Desk & Onsite Support Teams trägst du aktiv zur Stabilität der Kundenumgebungen bei
• Du übernimmst die Pflege und Wartung von Benutzer- und Computerkonten, Zugriffsrechten und Applikationen und stellst so die Funktionsfähigkeit der IT sicher
• Als kommunikative Drehscheibe informierst du unsere Benutzer transparent über den Stand ihrer Anliegen und schaffst damit Vertrauen und Zufriedenheit
• Bei Vor-Ort Einsätzen – ob für geplante Support-Tage oder kurzfristige Ad-hoc-Aufträge – überzeugst du durch deinen kompetenten Auftritt und machst unsere Kunden zu echten Fans
• Als erste Anlaufstelle im Service Desk bist du für unsere Benutzer telefonisch und per E-Mail erreichbar und stellst im Schichtbetrieb (Montag bis Freitag, 07.00 – 18.00 Uhr) einen reibungslosen Betrieb sicher

Support Engineer 80%-100% – m/w

• Helping customers with technical questions about the solution and how it integrates into their environment
• Responding to customer support queries
• Deliver high-quality support services to our customers
• Independent and efficient ownership of support queues
• Take full ownership and control of a support case without supervision while continuously improving the level of support to maintain customer satisfaction
• Recommend solutions to improve efficiency and productivity

Technical Support Specialist

• In your future role, you will work on-site at our clients' locations and support IT managers, local IT teams and end users as a competent point of contact and client representative
• You capture concerns quickly and accurately and are responsible for receiving, qualifying and processing requests, incidents and changes
• You support the client's users and IT teams on-site and take care of the maintenance of workstations, applications and the IT backend infrastructure
• You are the contact person for all IT-related questions and help customers resolve their issues
• For complex or long-running topics, you will receive support from your team of Support and Systems Engineers
• Through your direct customer support you ensure the smooth use of our IT outsourcing services and help turn our customers into fans
• You organize your workday and tasks independently and work in a hybrid model: on-site at the client, at our UPGREAT office or from home

Support Engineer jobs in Switzerland

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