Cybersecurity Technical Support Advisor (MSA)

Join Proton and build a better internet where privacy is the default

At Proton, we believe that privacy is a fundamental human right and the cornerstone of democracy. Since our inception in 2014, founded by a team of scientists from CERN, we have dedicated ourselves to providing free and open-source technology to millions worldwide, ensuring access to privacy, security, and freedom online.

Our journey began with Proton Mail, the largest secure email service globally, and has since expanded to include Proton VPN, Proton Calendar, Proton Drive, and Proton Pass. These tools empower individuals and organizations to take control of their personal data, break away from Big Tech’s invasive practices, and defeat censorship. Our work impacts hundreds of millions of lives, from activists on the front lines defending freedom to leaders in governments protecting sensitive information. In some cases, Proton’s services have even been instrumental in saving lives by enabling secure and private communications in high-risk situations.

Proton today supports over 100 million user accounts with a growing team of over 500 people from over 50 different countries, from the world's top companies and universities. We value intelligence, learning potential, and ambition in our hiring process. Adaptability is key as we navigate uncharted territories and redefine how business is conducted online. We believe smaller teams of exceptional talent will always prevail over larger teams with lower talent density. Proton has become profitable and reached scale without relying upon VC funding, largely due to superior talent that allows us to do things faster, more creatively, and more efficiently.

We have a global mindset and big ambitions but remain a start-up at heart. We value empowerment and flexibility and keep our structure flat to keep moving fast and avoid unnecessary politics. Tired of blending into the crowd? Join us and do work you can truly be proud of. Check our social media pages to learn more about us: Twitter, Reddit, Instagram.

 

The team:

The MSA department is a highly multi-disciplinary group started in 2019 to tackle difficult mail delivery, spam and abuse problems. We built sophisticated systems from scratch that combine human intelligence and machine learning to make tens of millions of real-time or asynchronous decisions each day. As of 2024, our three areas of focus are 1) mail delivery and spam, 2) abuse and account security, and 3) site reliability of Proton. Over the past years, our custom systems have reduced spam filter misclassifications by over 50%, blocked millions of abusive bulk signups, protected hundreds of thousands of users from account compromise by attackers, and mitigated hundreds of DDoS attacks. In order to move fast with limited resources, we are organized into autonomous teams responsible for the whole system, with expertise across infrastructure, data storage, backend, frontend, machine learning, security, operational excellence, and customer support. In 5 years time, we grew from 2 engineers to over 40 engineers, analysts, and customer support agents, spread across 3 continents for 24/7 coverage. We are looking for humble, mission-driven, systems-thinking people who want to make a big impact in a startup environment.

We are looking for enthusiastic tech-savvy individuals to join our Technical Customer Support team in the MSA department.

Tech Stack and Tools:

Zendesk, Jira, Confluence, Jupyter, Slack, and use of Proton's products internally: mail, drive, wallet, pass, VPN, etc. Our Technical Support team actively communicate with other third-party services to troubleshoot any potential mail delivery or registration issues. 

Impact Opportunities:

While listening to customer concerns, suggestions, and preferences, Technical Support not only extends far beyond resolving customer inquires, they are often required to troubleshoot issues on their own, which results in coming up with valuable data that can be used to improve products, services, and processes. This loop between user feedback and self-development helps businesses make informed decisions and drive continuous improvement, ultimately leading to increased customer satisfaction and business growth.

Technical Support team are also in charge of supervising the account security of our customers, promising the protection of all data, keeping all information private and secured. As our slogan states, “without privacy, there can be no freedom of speech, and without freedom of speech, there can be no democracy”, the Technical Support team are here to ensure Proton remains the trusted choice for an encrypted communication platform.
Also, our Technical Support team members have a lot of career opportunities within the company. They can be a potential fit for other departments such as QA, Engineering, Product, and Marketing. 

 

What you will do

•    Interact directly with our customers to answer questions such as account security, mail delivery, and upcoming new products
•    Help resolve inquiries from our customers and maintain the high levels of customer support and satisfaction we are known for
•    Communicate and work with other services to resolve any potential mail delivery problem
•    Extensive troubleshooting in order to detect the cause of the issue, including working and communicating closely with various departments (MSA, B2B, Backend, Frontend etc.)
•    Monitoring how systems are working in production and taking appropriate actions when needed
•    Fight spam and abuse by quickly understanding the data and context and creating rules to act on past or future events
•    Give insights and feedback to Software and Machine Learning Engineers to help design and improve our systems
•    As an engineering-driven organization, MSA currently doesn't have product or project managers, so you will have the opportunity to participate in planning, development, and QA process

 

What we are looking for:

•    Excellent English communication, both written and spoken
•    Strong logical reasoning and analytical skills
•    Able to operate in a fast environment
•    Proactive problem-solving approach with the ability to handle high-pressure situations

Bonus points for:

• Experience performing data analysis (preferable but not limited to electronic communications, anomaly detection or fraud prevention)
• Experience in Customer Support
• A degree in Information Technology or a related field

What We Offer

• Office First: Collaboration is easier and more effective in person, which is why we have offices in Geneva, Zurich, Prague, Barcelona, Paris, London, Vilnius, Skopje, and Taipei. You can also enjoy working from home up to 30% of the time, while enjoying great company during our three core days in the office. Depending on the role, fully remote positions may also be available.
• Technology: We provide all the devices and software you need to excel in your role, ensuring you have the best tools at your disposal to achieve your goals.
• Food: Lunch and snacks are provided by Proton every day at our offices.
• Transport: We will always support our employees with transport costs through subsidizing public transport, bike allowances, or parking spaces based on your office location.
• Stock Options: At Proton, we are all owners of the company and you get stock options when you join us.
• Flexible Working: You can define your own working hours as long as it works with team meetings.
• Learning and Development: We are committed to your professional growth. Proton offers various learning opportunities, including training programs, conferences and events, and continual learning.
• Employee Benefits: Comprehensive health insurance plans, competitive retirement savings options, generous vacation and leave policies, and wellness programs.
• Work that Matters: Proton is a community-first organization, started with the support of a crowdfunding campaign and built with community input. To this day, Proton’s only source of revenue is user subscriptions. Over 100 million people trust and support Proton, and we put our users and community first in everything we do. Read more about our impact here.

 

Our Commitment to Diversity and Inclusion

At Proton, we believe diversity drives innovation and strengthens our mission to provide privacy as a default for all. We are committed to fostering an inclusive environment where all individuals, regardless of race, ethnicity, gender, age, sexual orientation, physical ability, or socio-economic background, feel valued and empowered. We strive to create equal opportunities, promote open dialogue, and support continuous learning to ensure every voice is heard and respected.

If you need any extra support or reasonable adjustments during the hiring process, please let your talent partner know.

Candidate Privacy Notice

When you apply for a position, refer a candidate, or are considered for a role at Proton Technologies AG (Proton, we, us, or our), your information is stored in Greenhouse, in accordance with their Service Privacy Policy. This information is used to evaluate your suitability for the posted position. We also retain this information for consideration for future roles that you may apply for or that we believe may align with your background and skills.

If we no longer have a legitimate business need to process your information, we will either delete or anonymize it. Should you have any inquiries about how we use or manage your information, or if you wish to access, correct, or delete your data, please contact our privacy team at careers@proton.ch.

Proton does not accept unsolicited resumes from any sources other than directly from candidates. We will not pay a fee for any placement resulting from an unsolicited offer, even if the candidate is subsequently hired by Proton.

To learn more about our privacy policy, please visit our privacy policy page.

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