{"id":2500847,"url":"https://alion.io/job/securesafe-customer-support-associate","title":"Customer Support Associate","company":{"id":1941507,"name":"SecureSafe","domain":"securesafe.com","url":"https://alion.io/company/securesafe","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"HiBob","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Lisbon, Portugal"],"countries":["PT"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":16500,"max_usd":35000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1815},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"HubSpot","optional":false},{"name":"ISO 27001","optional":false},{"name":"Jira","optional":false},{"name":"ITIL","optional":true}],"status":"live","first_seen_at":"2026-09-17T13:34:27Z","employer_posted_date":"2026-10-14","last_verified_at":"2026-10-16T08:20:44Z","board_verified":true,"closed_at":null,"days_open":28,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":28},"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.\nPartnering 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. \nWhat you'll do\nLead customer onboardings successfully and provide a high service throughout the whole customer lifecycle.\nOwn and manage complex customer support cases and technical incidents.\nAct as the primary escalation point for challenging support requests.\nCollaborate closely with engineering teams and other internal stakeholders to resolve technical issues while keeping Clients updated and informed.\nSupport customers with system integration, configuration, and architecture questions.\nAssist technical setup tasks such as certificates, authentication, and infrastructure configuration for our customers.\nIdentify recurring issues and drive root cause analysis and long-term fixes.\nContinuously improve support workflows, tooling, and documentation.\nMaintain and expand knowledge base articles and internal troubleshooting guides.\nWhat you'll bring\nMust-Have \nNative or near-native fluency in German and English, written and spoken\n2-5 years of experience in customer support or other customer-facing roles\nCompleted apprenticeship, or ongoing studies/training, in IT, business, or a related support discipline\nExperience handling complex escalations and coordinating with engineering teams and operations, including customer success\nExperience serving Enterprise customers in a similar role\nProficiency with support and monitoring tools (e.g., HubSpot ticketing, Jira, logging/alerting systems)\nExperience in technical troubleshooting, including APIs, integrations, and system configuration\nNice to Have\nSupport-specific training or certifications (e.g., ITIL, CCNA, or similar)\nTechnical aptitude for improving the AI support agent\nExperience working in an international or fast-growing and changing environment\nWhat we offer\nSecureSafe 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.\nAnnual International Retreats: Collaborate, relax, and explore at company offsites in beautiful locations like Switzerland, Italy, and beyond.\nEmpowered to Make an Impact: Every voice matters-you're encouraged to drive improvements, contribute ideas, and create real value from day one.\nLearn from the Best: Grow your skills in a high-performing, international team of experienced and talented professionals.\n Delicious Perks: Enjoy free lunches, snacks, and drinks daily-because fuel matters.\nMeal allowance, health insurance coverage, and public transportation allowance.\nWork for a company committed to sustainability - our data centers operate climate-neutral.","description_format":"text","description_chars":3943,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"German","level":"Advanced (C1)","optional":false},{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":["Health insurance","Insurance coverage"],"hiring_locations":[{"name":"Portugal","iso":"PT","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Energy & Utilities","Financial Services","Government"],"lifecycle":[{"event":"open","at":"2026-10-14T05:48:55Z"}],"visa":[],"liveness":{"score":34,"band":"fade","label":"Fading","p_open":1,"p_active":0.625,"p_room":0.55,"age_days":28,"expected_fill_days":24,"reasons":["conf:2","win:tail","comp:junior"],"computed_at":"2026-10-16T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/securesafe-customer-support-associate","json_url":"https://alion.io/job/securesafe-customer-support-associate.json","meta":{"generated_at":"2026-10-16T12:48:29Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":12042,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-17T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1941507},"rest":"https://alion.io/mcp/rest/get_company?id=1941507"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsecuresafe-customer-support-associate"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fsecuresafe-customer-support-associate"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fsecuresafe-customer-support-associate"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/securesafe-customer-support-associate\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsecuresafe-customer-support-associate"}]}