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.
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.
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.
Ready to apply? Let us help you stand out.
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.
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.
Background in high-growth B2B SaaS, especially industrial or AI platforms.
Familiarity with modern support tooling (e.g., Linear).
Project or process management experience.
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.
Cerrion is one of the fastest-growing AI tech companies in Europe, headquartered in Zurich. Our video-based AI agents are redefining how industrial production processes are monitored, optimized, and automated — delivering measurable impact on safety, quality, and efficiency.
We grew our ARR 5× over the past year. Our Net Revenue Retention of over 380% confirms the strong expansion of existing customers and our product–market fit. With $18M in Series A funding from Creandum, we are now accelerating the international rollout of our platform together with industry leaders such as AB InBev, Carlsberg, Unilever, and O-I Glass, the world’s largest manufacturer of glass packaging.
Our mission is clear: to establish Cerrion’s AI agents as the new industrial standard worldwide.
Full-Stack Engineer at YC-backed startup
Full-Stack Engineer at YC-backed startup
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IT Infrastructure Engineer
Field Deployment Engineer
Salary
$100,000 - $140,000
Equity
0.01% - 0.1%
Location
Zürich, Switzerland
Experience
3+ years
