Tech Support Agent - 2nd level support (Swiss Market)

Company Overview team.blue is an ecosystem of 60+ successful brands working together across 22 European countries to provide its 3.3 million SMB customers with everything they need to succeed online by offering best-in-class expertise and services. team.blue 's brands are a mix of traditional hosting businesses that offer services from domain names, email, shared hosting, e-commerce, and server hosting solutions and, as specialist SaaS providers, adjacent products such as compliance, marketing tools, and team collaboration products. This broad product offering makes it a one-stop partner for online businesses and entrepreneurs across Europe. Are you the person your colleagues turn to when a technical issue gets more complicated? Do you enjoy finding the root cause of technical problems and turning complex issues into clear solutions? Then you might be the person we’re looking for. For our Customer Care team at Swizzonic, we’re looking for a Tech Support Agent – 2nd Level Support to support our Swiss market. You will act as the technical escalation point for our 1st Level Support team, handling complex cases involving domains, DNS, hosting, email and web technologies. Beyond resolving technical issues, you’ll share your knowledge with colleagues, contribute to documentation and help the team become more technically autonomous. You’ll also collaborate with Customer Care, internal technical teams, other departments, external partners and domain registries to ensure customer issues are resolved efficiently.

What you'll do Handle complex technical customer inquiries and incidents within 2nd Level Support, taking ownership of escalations through to resolution.

Investigate issues systematically, perform root-cause analysis and determine the appropriate solution or escalation path.

Troubleshoot issues across domains, DNS, domain transfers, hosting, email, websites, SSL/TLS, HTTP/HTTPS, WordPress and common CMS platforms.

Act as a technical point of contact for 1st Level Support, helping colleagues with complex cases and sharing troubleshooting approaches and best practices.

Create and maintain technical documentation, troubleshooting guides and knowledge-base articles.

Identify recurring issues and knowledge gaps and contribute to process improvements and internal training.

Collaborate with internal teams, external partners and domain registries when further investigation or action is required.

Support customers via ticket/email, chat or phone when needed, particularly for complex technical cases.

Provide technical expertise for projects, product changes, migrations and service improvements.

What you'll bring Native or equivalent-level German and fluent English, written and spoken – mandatory.

Swiss German is a strong advantage.

IT-related education or equivalent practical experience.

Experience in technical customer support, hosting, domains, web technologies or a similar environment.

Solid knowledge of domains, DNS, hosting and email technologies.

Strong analytical and troubleshooting skills, with a structured and independent approach.

Comfortable investigating unfamiliar issues and working with logs, error messages and troubleshooting tools.

Able to identify the root cause of an issue and determine the appropriate next step.

Strong customer focus and ability to explain technical topics clearly to non-technical customers.

Excellent communication and collaboration skills, with a team-oriented mindset and willingness to share knowledge.

Your technical background Good knowledge of DNS, domains, hosting and email technologies, including DNS records, domain transfers, Auth-Codes, SMTP, IMAP/POP3, SPF, DKIM and DMARC.

Understanding of HTTP/HTTPS, SSL/TLS, FTP/SFTP and website troubleshooting.

Experience with hosting environments, control panels (e.g. cPanel), WordPress and common CMS platforms.

Nice to have: Linux/command-line, PHP or MySQL knowledge.

Experience with Swiss domain registries or 2nd Level Support.

French or Italian language skills.

You don't need to know every Swizzonic product or every possible technical issue from day one. What matters is that you have a solid technical foundation, a structured approach to troubleshooting and the curiosity to understand how things work.

What we value At Swizzonic, we believe that great technical support is about more than technical knowledge.

We value people who are curious, reliable, collaborative, and customer-oriented. You enjoy solving problems, but you also enjoy helping your colleagues understand the solution. We are looking for someone who can work independently when needed, while knowing that the best solutions often come from working together and sharing knowledge. If you are excited by technical problem-solving, enjoy helping others, and want to be part of a team where technical expertise and collaboration go hand in hand, we would love to hear from you.

"Come as you are" Everyone is welcome here. Diversity & Inclusion are at our core. Far above any technical competence, we value respect, openness, and trusted collaboration. We do not tolerate intolerance.

ESG

"At team.blue , our commitment to caring for the environment and each other is at the heart of everything we do. Our latest impact report showcases our ongoing ESG efforts and ambitious sustainability goals. Interested in learning more about our dedication to making a positive impact? Check it out here .”