Job Description

Who are we

Welcome to Pdftools - the daughter company of Smallpdf and the pioneers in PDF technology since 1994. We offer comprehensive digital document solutions for businesses across the globe. With over 1000 satisfied customers in 70+ countries, we provide trusted PDF solutions for mission-critical business processes.

Pdftools has played a key role in shaping the PDF standard. Our software solutions and developer components are top-notch and built with precision in Switzerland. Join our dynamic team and experience our supportive and fun work culture that drives innovation in the PDF industry.

About PDF Tools APIs and service products

Products for the PDF Tools AG brand target developers that need to process a vast amount of documents. SDKs and shell tools enable engineers to build and integrate document processing into their product. We make it easy for our customers to convert, compress, manipulate, enrich and sign PDF documents and build innovative products and solutions.

Our website: 

About the role

Pdftools is looking for a dedicated and technically savvy Customer Support Specialist to join our Customer Operations team. This role is central to ensuring a smooth, helpful, and technically accurate support experience for our customers across the globe.

You will be the first point of contact for technical support requests, managing around 10 inbound customer tickets daily, performing triage and basic analysis, and coordinating with internal teams. Over time, you will evolve into a subject matter expert on our licensing and documentation systems, and progressively handle more complex troubleshooting and product analysis.

Key responsibilities

• Manage and respond to a high volume of inbound support tickets.

• Perform initial triage and routing of customer issues.

• Provide first-level support for licensing and documentation topics.

• Assist with deeper technical investigations and problem-solving.

• Collaborate closely with engineers, product managers, and writers.

• Ensure adherence to internal support processes and maintain high-quality customer outcomes.

Requirements

• 3–5 years experience in a technical B2B customer support role.

• Experience with SaaS products and software licensing, combined with a strong technical understanding (eg. OS, command line, VMs).

• Familiarity with ticketing systems (e.g., Zendesk, Jira, Helpdesk).

• Proven ability to perform technical analysis and troubleshooting.

• Excellent written and verbal communication in English and German (must).

• Your passionate about customer interaction, love to take initiative, work independently and manage high-volume client requests.

Why Pdftools

🌍 Influence the way over 1,000 worldleading organizations handle PDF workflows every day. Push boundaries and iterate quickly to discover new solutions.

💻 Flexible, hybrid work model – with regular team meetings to strengthen team spirit.

🏝️ 30 vacation days – yes, you read that right!

🐶 Don’t leave your four-legged friends at home, our offices are pet-friendly.

👶 16 weeks parental leave—100% of your salary—for all new parents

🧳 Sabbatical opportunities after 2 years with the company.

📚 2,000 CHF annual training budget, including additional time off for courses or training.

🤓 Internal knowledge sharing & external coaching to further develop your professional and social skills.

🥧 Opportunity to participate in the PSOP - Phantom Stock Option Plan (terms & conditions apply).

PDF Tools is an equal opportunity employer. We believe in diversity and inclusion. We do not tolerate discrimination. We support a safe and respectful environment where everyone thrives.

By submitting your application, you allow PDF Tools to handle and store your data.

PDF Tools does not seek or accept unsolicited applications or CVs from recruitment agencies. We will not pay fees or commissions without a written contract that covers such arrangements.

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