Customer Support Tools & Automation Specialist

About the role

Proton is looking for a Customer Support Tools & Automation Specialist to configure, maintain and enhance its customer support platforms and AI‑driven tools. You will work closely with the Support team and engineering colleagues to streamline workflows, improve reporting and ensure a high‑quality experience for both agents and users.

Key responsibilities

• Act as the primary liaison with support platform vendors and manage platform configuration (channels, agent groups, routing, macros, ticket types, fields, and knowledge base structure).
• Design, implement and maintain automation rules, AI tools, and suggested macros based on ticket categorisation.
• Develop and deliver regular reports, dashboards and statistical analyses to identify trends and root causes.
• Define and document processes and procedures for AI tools, train and test AI agents, and support their ongoing maintenance.
• Collaborate with engineering teams to implement changes in in‑house support tools and provide technical training to support staff.

Required profile

• Problem‑solver with a positive attitude and ability to thrive in a fast‑moving environment.
• Strong interest in digital privacy and making an impact.
• Technical background (IT engineering degree preferred) or demonstrable technical aptitude.
• Experience with Zendesk or comparable customer support platforms.
• Familiarity with AI tools and automation workflows.
• Excellent attention to detail and analytical mindset.

Required skills

• Zendesk or similar support platform configuration.
• AI tools for customer support automation.
• Advanced Excel/Spreadsheet proficiency.
• Scripting or automation tools for workflow optimisation.