Customer Support Advisor (Proton VPN)

Taipei About Proton Join Proton and build a better internet where privacy is the default Proton was founded in 2014 by scientists from CERN on a simple truth: privacy is a fundamental human right. Since then, we’ve built the world’s largest encrypted email service (Proton Mail) and expanded into Proton VPN, Proton Drive, Proton Pass, and Proton Calendar—tools used by millions globally to protect their freedom, fight censorship, and keep their data safe. In some situations, Proton has literally helped save lives! We are profitable, independent (no VC control), and selectively hire from the top ~1% of applicants. Our 500+ team members across 50+ countries come from leading organizations and elite academic backgrounds. We move fast, keep hierarchy light, and prioritize impact over optics. If you want to do meaningful work with exceptionally high-caliber people, this is it. Join us and do work you can truly be proud of. Check our open-source projects here! The team: Customer Support is one of the biggest teams in Proton, with around 100 employees. They are here to assist you with any questions, concerns, or issues you may have with all our products, but also payment issues, spam and abuse, social media etc. Our dedicated team is committed to providing our users with the best possible service and ensuring that your experience with our products is a positive one. The team is located in the offices in Skopje and Taipei. Tech Stack and Tools: Zendesk, Jira, Confluence. Our Customer Support team actively communicate with our community on our social media channels like Twitter, Reddit, and Instagram. Impact Opportunities: Customer Support team impact extends far beyond resolving customer inquiries; they are often the frontline ambassadors of a company, directly interacting with customers and influencing their perception of the brand. The Customer Support team play a key role in gathering valuable feedback and insights from customers. By listening to customer concerns, suggestions, and preferences, they provide valuable data that can be used to improve products, services, and processes. This feedback loop helps businesses make informed decisions and drive continuous improvement, ultimately leading to increased customer satisfaction and business growth. Also, our Customer 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. Purpose of the role We are looking for enthusiastic, tech-savvy individual to join our Customer Support team in our office in Taipei. As a Customer Support Specialist for Proton VPN, you’ll be in charge of resolving our customers' technical support questions related to our VPN product. What you will do

Interact directly with Proton VPN customers to answer questions regarding our services
Help resolve technical support inquiries from customers and maintain the high levels of customer support and satisfaction we are known for
Extensive troubleshooting in order to detect the cause of the issue
Collaborate closely with our developers to improve Proton products based on customer feedback
Helping to test the web and mobile applications on a regular basis to ensure that only a high-quality product is released to our customers

Job requirements

Advanced English (especially in written form) - it is a must
Familiarity with the VPN (Virtual Private Network)
Strong troubleshooting skills
You're a problem solver with a positive attitude
You enjoy working in a highly dynamic environment
You're tech-savvy
You care about digital privacy and you want to make a difference
Attention to detail is very important
Willingness to learn new concepts
Positive attitude, Intelligence, adaptability, and flexibility

Bonus points for:

Experience with QA testing
Experience in Customer Support
A degree in Information Technology is a big plus

What We Offer

Work that Matters: millions of people trust Proton with their privacy. We answer only to our users — not advertisers, not investors with conflicting agendas, not governments. The work you do here is real,and the impact is measurable.(read more about our impact here)
Stock Options: at Proton,we all have the opportunity to be owners of the company.From day one,you have a real stake in what we're building.When Proton wins,you win.
Technology: you'll get the right hardwareandthe right softwareyou needto do your best work.
Learning & Development: we investin your growthbecause sharp people make us better.Protonis oneofthe fastestwaysto accelerateyour careerbecause you'll bethrown into real challengeswithreal ownershipfrom day one.
Employee Benefits: your wellbeing isn't an afterthought.We offer strong health coveragesolid retirement optionsgenerous leaveand wellness supportso you can bring your best selfto work every day
In-Person Collaboration: Amazing things happen when passionate smartand purposeful people get togetherin thesame room.With offices across GenevaZcrichBarcelonaLondonand moreyou'll spend mostof your time collaborating face-to-facewith people who genuinely care about what they're building
Food: Lunchands snacksare on us every dayinouroffices soyou can focusonthe workandnoton what'sfor lunch.
Transport: getting tothe office shouldn't cost you.We cover public transportbike allowancesor parking whichever worksfor you.
Flexible Working: you own your schedule.Set hours that workfor youandyour team — because outcomes matter more than whenthe clock saysyou started.

Our Commitmentto Diversityand Inclusion At Protonwe believe diversity drives innovationand strengthensour missiontoprovide privacyasadefault forall.Weare committed tofostering an inclusive environmentwhereall individuals regardlessof race ethnicity gender age sexual orientation physical abilityorsocio-economic background feel valued & empowered.We strive create equal opportunities promote open dialogue & support continuous learning ensure every voice heard & respected.Ifyou need any extra support or reasonable adjustments during hiring process please let your talent partner know. Candidate Privacy Notice Whenyou applyforaposition refer candidateorare consideredforroleatProton Technologies AG(Proton weus orour)your information stored Greenhouse accordance their Service Privacy Policy.This information used evaluate suitability posted position.We also retain information consideration future roles may apply or believe may align background skills.If no longer legitimate business need process information will either delete anonymize.Should have inquiries how use manage information wish access correct delete data please contact privacy team at careers@proton.ch. Proton does not accept unsolicited resumes from any sources other than directly from candidates.We will not pay fee any placement resulting unsolicited offer even if candidate subsequently hired by Proton. To learn more about privacy policy please visit [our privacy policy page](https://proton.me/privacy). #LI-Onsite