Senior Technical Support Engineer

About Cerrion

At Cerrion, we’re building the future of AI-enabled manufacturing. Backed by Y Combinator and top Silicon Valley investors, we deploy video AI Agents that see what’s happening on production floors, spot problems automatically, and intervene in real time to keep production running smoothly, at global scale. Our technology is live in factories across 15+ countries, helping leading manufacturers in glass, beverage, food, CPG, building materials, and wood cut downtime by up to 50%. We’re at an inflection point and scaling fast.

Role Summary

We’re hiring a Technical Support Engineer to own and scale Cerrion’s technical support function. Your mission is to act as the connective tissue between Customer Success, Engineering, and our users: triaging and resolving issues, establishing and improving internal processes, and keeping customers productive.

This is a hands-on, high-leverage role. You’ll diagnose and resolve issues directly where possible, escalate cleanly to Engineering when needed, and continuously improve how we support our customers. You’ll also help structure our support systems: tools, templates, workflows, diagnostics, documentation, and more.

Responsibilities

• Own technical support intake : triage inbound issues from Slack, email, and Linear, classify and prioritize requests.

• Diagnose and investigate : reproduce issues, isolate variables, collect logs and data, and determine if problems are usage, config, or bugs.

• Resolve directly where possible : fix configuration issues and unblock customers without escalation.

• Escalate cleanly to Engineering : write clear tickets with reproducible steps, logs, impact, and workaround attempts.

• Manage comms : provide customers with timely, clear updates and coordinate messaging with Customer Success.

• Track and close issues : follow escalations to resolution, confirm fixes with customers, and document outcomes.

• Build support playbooks : maintain diagnostic checklists, internal runbooks, and customer-facing FAQs.

• Improve support operations : propose and implement better tooling, visibility, templates, and workflows.

Qualifications

Must-have

• Experience building or scaling a technical support function.

• Strong Python familiarity and comfort working with logs, APIs, and containerized environments (e.g., Docker).

• Excellent customer communication: you translate complex issues into actionable updates.

• Experience investigating software bugs and config issues in production environments.

• Able to lead technical investigations and own problems to resolution.

• Comfortable working cross-functionally with Engineering, Product, and CS.

• Strong organizational habits and documentation hygiene.

• Fluent spoken and written English.

Nice-to-have

• Background in high-growth B2B SaaS, especially industrial or AI platforms.

• Familiarity with modern support tooling (e.g., Linear).

• Project or process management experience.

Why Join Cerrion?

• Impact : Your work directly affects how efficiently and happily our customers run, and how much our engineers can focus on improving our core solution instead of just responding to random issues and requests. You’ll shape how we scale our support experience.

• Culture : We operate with flat hierarchies and a get‑things‑done mentality. You’ll work with ambitious colleagues from all over the world in a collaborative environment where the best idea wins.

• Compensation & equity : Competitive salary, meaningful stock options, and benefits aligned with an early-stage company scaling fast.

• Location : Modern office in the heart of Zurich; enjoy the quality of life of Switzerland and the dynamism of a high‑growth startup.

If you love solving technical problems, building support systems from scratch, and want to play a key role in scaling a real-world AI platform, we’d love to talk.