Guillaume Cheseaux

About

I bring over 20 years of experience in the IT industry. Since September 2026, I have been Product Education Manager at Squirro, a software company specializing in AI solutions for finance, manufacturing, healthcare, and the public sector.

Promoted after two years leading its technical documentation, I took ownership of the online learning platform and the certifications that help developers, partners, and internal teams succeed with the product. I also design AI-powered automation for content and business workflows, using agentic coding tools and LLMs.

Earlier, I took part in Nexthink's growth from startup to unicorn, first in support, then in documentation.

Outside work, I build native macOS apps, websites, and open-source software through AI-assisted development. To keep improving, I follow new technologies and trends through podcasts, audiobooks, and news articles from RSS feeds.

Currently product owner of

“…your company’s documentation website is really great and well thought.”

A customer, as reported by an Associate General Counsel | More testimonials

Experience

  1. Squirro, Zurich

    2024 - present

    1. Product Education Manager Promoted

      Sep 2026 - present

      Promoted to lead product education, I own the documentation platform, the online learning platform, and the certifications for developers, partners, and internal teams, and I design their new courses, learning paths, and materials. I also use generative AI and agentic workflows to scale the production of documentation and learning content. I run it all with an Agile, Scrum-based approach.

      DetailsHide details: Product Education Manager
      • Product owner of the public documentation site (docs.squirro.com) and the in-house learning platform (learn.squirro.com).
      • Own the product education strategy for developers, partners, integrators, and internal teams.
      • Rely heavily on a Scrum and Agile approach to plan, deliver, and improve documentation and learning content.
      • Lead the training of partners and internal teams, alongside the product documentation.
      • Took ownership of the online learning platform and its certification program, with their courses and learning paths.
      • Design new content, courses, learning paths, and training materials.
      • Ship enablement with every long-term support (LTS) release, combining documentation, video tutorials, and training material.
      • Scale the production of documentation and learning content with generative AI and agentic workflows.
      • Prototype education tools and demos through vibe coding and AI-assisted development with Claude Code.
      • Run the team's AI stack for workflow and process automation, integrating LLMs into the content pipeline.
      • Track adoption, completion, and certification rates to guide the program with data.

    2. Technical Content Lead

      2024 - Sep 2026

      As the sole technical writer and code owner, I took over the public product documentation, about 650 pages on generative AI technology, as well as the internal documentation, both of which I still lead today. I turned it into an automated docs-as-code pipeline and built an AI stack that drafts documentation entries for developers and generates the public release notes from the source code, with a human approval before every publication.

      DetailsHide details: Technical Content Lead
      • Led cross-functional initiatives and objectives with Scrum and Agile practices, ensuring alignment with technical and business goals.
      • Documented generative AI technologies (transformers, LLMs, RAG, GraphRAG, LangChain), translating business and user needs into compliant and high-impact solutions, ensuring alignment with technical, business, and regulatory goals.
      • Developed technical content and standardized terminology for AI products, ensuring consistency and usability across teams and projects.
      • Turned the style guide and terminology into automated checks that run on demand at any stage of content creation, and that most developers have integrated into their automated workflows.
      • Designed intuitive, scalable documentation processes for diverse audiences.
      • Adapted content for cross-functional teams and external partners, facilitating collaboration between technical, business, sales, marketing, and research-oriented stakeholders.
      • Collaborated closely with product, engineering, marketing, sales, and domain experts to integrate documentation into the product lifecycle.
      • Ensured continuous improvement by incorporating user feedback and iterative refinement.
      • Drove a documentation-as-code methodology with reStructuredText, Sphinx, GitHub, and Read the Docs, writing Python Sphinx extensions that generate page changelogs, RSS feeds, and an llms.txt for AI assistants.
      • Reported product defects found while documenting, with precise evidence and proposed fixes.
      • Designed the AI stack with LLMs and prompt and context engineering, used for documentation drafts and for the release notes of biweekly and LTS releases.
      • Built Claude Code skills for proofreading, pull request review, and release management through vibe coding and agentic AI development, and shared them with the team.

  2. Nexthink, Lausanne

    2020 - 2024

    1. Technical Writer

      I owned the public product documentation of a fast-growing software company, from release notes to API documentation. I led the migration of 600 to 800 pages to a new platform while keeping pace with releases.

      DetailsHide details: Technical Writer
      • As the most experienced member of the team, I guided tasks, objectives, and business requirements using an Agile framework, ensuring alignment with strategic goals.
      • Mentored and managed an intern, providing guidance and support on various projects.
      • Led the migration of 600 to 800 documentation pages from MediaWiki (PonyDocs) to Confluence Cloud and Scroll Viewport, with the help of one intern, while keeping pace with product releases.
      • Managed the release notes and automated the publication of in-product documentation.
      • Developed technical documentation and standardized terminology, ensuring consistency and clarity.
      • Designed and optimized documentation processes and content for structure, efficiency, and clarity, automating repetitive tasks with my own scripts.
      • Customized content for diverse stakeholders, including technical teams, business leaders, and external partners.
      • Collaborated cross-functionally with product, engineering, marketing, sales, and domain experts to integrate documentation into the product lifecycle.
      • Incorporated user feedback iteratively, driving continuous improvement in documentation quality.
      • Optimized documentation workflows using Scrum, Confluence, and Jira, ensuring agility and transparency.
      • Maintained and enhanced the product documentation portal using Confluence and Scroll Viewport, optimizing efficiency and user experience.
      • Managed the API documentation portal with GitHub and Stoplight, ensuring accuracy and developer adoption.

  3. Kriptic Information Technology, Lausanne

    2019 - 2020

    1. Founder

      I founded a blockchain startup and led its strategic vision and product development. I presented the project to Genilem, a Swiss non-profit that coaches innovative startups, and received their green light.

      DetailsHide details: Founder
      • Shaped the strategic vision and led the development of an innovative blockchain solution, bridging technology and market needs.
      • Analyzed market dynamics to identify the opportunities and challenges of the sector.
      • Navigated the technological and regulatory landscapes of blockchain, ensuring compliance and fostering innovation.

  4. Career break, Lausanne

    2018 - 2019

    When my wife’s maternity leave ended, I took almost a year of parental leave to care for our youngest daughter. Alongside, I worked as a community manager for open source projects.

  5. Vaudoise Assurances, Lausanne

    2015 - 2018

    1. Service Manager

      I ran and improved the IT services of a major Swiss insurer, using ITIL processes and the EasyVista service management platform. I moved service requests from email to structured workflows and oversaw IT asset management.

      DetailsHide details: Service Manager
      • Oversaw, maintained, and continuously improved IT services to support internal users and drive operational efficiency.
      • Aligned IT services with business needs and strategic objectives, ensuring seamless integration with organizational goals.
      • Worked with business experts to identify and meet evolving needs.
      • Optimized ITSM processes using ITIL best practices, enhancing service delivery and scalability.
      • Moved service request handling from Outlook to workflows in EasyVista Service Manager, and administered the platform.
      • Oversaw the IT asset management process and its workflows, monitoring them and improving them over time.
      • Rolled out Nexthink and defined its business rules.
      • Applied identity and access management (IAM) rules in the service request workflows.
      • Ran problem management and the compliance analysis of ITSM and support requests.
      • Prepared activity reports with QlikView and Tableau.

  6. Nexthink, Lausanne

    2012 - 2014

    1. Technical Support Manager Promoted

      2012 - 2014

      I built the product support team from scratch and scaled it to three people, with Zendesk, escalation paths, KPIs, and SLAs. Engineers could focus on development while customers received dedicated professional support.

      DetailsHide details: Technical Support Manager
      • Built the product support team from scratch, serving customers and partners worldwide, and scaled it to three people.
      • Moved support from the engineers to a dedicated team, with Zendesk, support processes, and escalation paths, so engineers only handled level 3 cases.
      • Put in place KPIs and SLAs to track and improve support quality and the customer experience.
      • Aligned technical product support with the company's business model.
      • Designed, implemented, and optimized support procedures and services.
      • Served as the primary point of contact for escalated technical issues and critical incidents.
      • Worked with other managers to improve the overall customer experience.
      • Coordinated and prioritized tasks with the engineering team.
      • Reported ticket and resolution metrics every week.
      • Contributed to the creation, optimization, and maintenance of the technical documentation.
      • Helped develop and roll out training programs.

    2. Technical Trainer and Product Support Engineer

      2012

      I trained customers and partners across Europe on the product and handled support cases with the engineering team.

      DetailsHide details: Technical Trainer and Product Support Engineer
      • Designed and delivered technical training for customers and partners across Europe.
      • Provided level 1 and 2 support to customers and partners worldwide, using Salesforce as the ticketing system.
      • Reviewed and validated product defects.
      • Coordinated tasks with the engineering team.
      • Reported ticket and resolution metrics on a regular basis.
      • Designed, implemented, and optimized the support documentation and processes.
      • Contributed to the creation, optimization, and maintenance of the technical documentation.

  7. Bechtle, Crissier

    2008 - 2011

    1. Operations and Planning Manager Promoted

      2011

      I managed the daily operations and planning of 10 engineers, including emergencies, and introduced processes based on ITIL.

      DetailsHide details: Operations and Planning Manager
      • Oversaw daily operations and coordinated 10 engineers across projects, daily business, and emergency operations.
      • Planned and allocated resources and tasks for projects.
      • Validated problem and change management requests.
      • Managed hours and expenses reporting for over 20 engineers.
      • Managed the service desk and provided level 3 support, resolving critical incidents.
      • Created and optimized IT processes based on ITIL version 3.
      • Organized the service desk documentation in Microsoft SharePoint.
      • Maintained and administered the system and network monitoring software.

    2. System Administrator Promoted

      2009 - 2010

      I provided remote level 2 and 3 support and administration for client infrastructures: Windows Server and Red Hat Enterprise Linux servers, virtualized environments, and backup strategies.

      DetailsHide details: System Administrator
      • Provided level 2 and 3 support as a member of the service desk team, working remotely on client infrastructures over VPN.
      • Installed, administered, and maintained Windows Server infrastructures, including Exchange, Citrix XenApp, and BlackBerry Enterprise Server.
      • Administered and maintained servers running Red Hat Enterprise Linux.
      • Administered VMware vSphere and Citrix XenServer hypervisors.
      • Installed server hardware and software, macOS clients, mobile devices, and wireless access points.
      • Designed and optimized data protection strategies with Symantec Backup Exec.
      • Coordinated warranty repairs with hardware manufacturers.
      • Took part in presales meetings with clients and key account managers.

    3. IT Technician

      2008 - 2009

      I provided on-site IT support for a multi-site group of medical centers.

      DetailsHide details: IT Technician
      • Delivered on-site level 1 and 2 support for a multi-site group of medical centers, managing incidents across a diverse IT infrastructure.
      • Coordinated warranty repairs with hardware manufacturers.
      • Troubleshot, replaced, and upgraded workstation hardware.
      • Installed and updated software on workstations.

  8. Career break, Australia

    2007 - 2008

    I traveled to Australia to earn the Cambridge Certificate in Advanced English, then went backpacking along the east coast.

  9. University of Lausanne, Institute of Geomatics and Risk Analysis

    2005 - 2007

    1. GIS Specialist and Project Lead

      I digitized Swiss geological maps for the Federal Office of Topography (swisstopo), then led the project and wrote much of the methodology manual used for teaching.

      DetailsHide details: GIS Specialist and Project Lead
      • Vectorized Swiss geological maps with ArcGIS in collaboration with the Federal Office of Topography (swisstopo).
      • From April 2006, coordinated the team's work, managed planning and deadlines, and solved technical problems.
      • Improved the standard methodology and wrote a tutorial used for teaching.
      • Led an individual research project on land erosion.
      • Served as webmaster for the institute's website and a conference series website.

  10. University of Lausanne, Computer Center

    2002 - 2004

    1. Help Desk Technician

      During my studies, I worked part time on the help desk, supporting the users of the cantonal and university library.

      DetailsHide details: Help Desk Technician
      • Provided on-site level 1 and 2 support as a help desk team member, part time during my studies.
      • Installed, administered, and maintained Windows computers (NT 4.0, 2000, XP) on a Novell NetWare network.
      • Troubleshot, replaced, and upgraded workstation hardware.
      • Improved network and computer use by introducing new software.

What Colleagues Say

“He quickly grasps complex matters and presents them in a clear, comprehensible, and target-group-oriented manner.”

Head of Product, work certificate, 2026

“[He] was able to flawlessly understand and document even the most intricate topics related to data or security in an easy and straightforward way.”

VP of Products, LinkedIn, 2024

“I recently was in a discussion with a Customer who said ‘your company’s documentation website is really great and well thought’.”

Associate General Counsel, LinkedIn, 2024

“[He] never hesitated to replicate some of the more technical investigations as well, just to replicate how a customer would face a problem to put himself in their shoes, to ensure our documentation really resonates with them.”

Senior Product Manager, LinkedIn, 2024

“While I was learning the ropes in a completely new sector, Guillaume provided a beautiful mix of guidance and latitude, which allowed me to learn what I needed to, while still maintaining enough independence to contribute to decisions within the team.”

Technical writing proofreader and former teammate, LinkedIn, 2024

“[He] showed great management skills and always tried to find ways to shield his team while keeping a very good collaboration with the other internal departments and delivering the work on time and with high quality.”

CEO and VP Engineering, work certificate, 2015

« La richesse de ses apports, ses compétences professionnelles mais également sa disponibilité et son engagement personnel ont été salués par les associations bénéficiaires qui, avec l’aide de Guillaume, ont pu acquérir de nouvelles compétences, précieuses pour leur avenir. »

Co-director of a volunteering foundation, LinkedIn, 2024, quoted in the original French

Side Projects

Personal projects built through AI-assisted development with Claude Code and Mistral Vibe, from native macOS apps to websites.

  • check4me

    Native macOS menu bar app that monitors the Mac's security compliance against the CIS Level 1 benchmark: firewall, Gatekeeper, FileVault, and automatic updates.

    • Swift
    • SwiftUI
    • AppKit

  • resync4me

    Native macOS menu bar app that makes the built-in rsync easy to use, with saved backup jobs and timestamped backups.

    • Swift
    • AppKit
    • rsync

  • gcappkit

    Starter kit for native macOS menu bar apps, so every new app begins with the same structure, build scripts, test harness, and documentation standard.

    • Swift
    • Shell
    • Standards

  • Club website redesign

    Audit and redesign of a local gymnastics club's website: 90 static pages generated by a Python script and hosted on Infomaniak.

    • Python
    • HTML
    • CSS

  • gcwebkit Planned

    A framework to kickstart any type of fast, modern, and secure website, based on my experience creating and redesigning websites.

    • Python
    • HTML
    • CSS

Volunteering

  1. Fondation Compétences Bénévoles, Lausanne

    2013 - 2023

    1. Information Technology Specialist | Science and Technology

      For ten years, I helped non-profit organizations with their IT projects as a volunteer consultant, from infrastructure to processes.

      DetailsHide details: Information Technology Specialist
      • Helped non-profit organizations implement and consolidate their IT infrastructure.
      • Advised on the planning and delivery of IT projects.
      • Supported managers and specialists with IT processes and policies.
      • Took part in project kick-off and status meetings.

  2. The University of Queensland, Brisbane

    2007

    1. Research Assistant | Environment

      I volunteered on a PhD research project on dolphin acoustics, measuring and observing dolphins in the field.

      DetailsHide details: Research Assistant
      • Took part in a PhD research project on dolphin acoustics.
      • Observed and identified dolphin behavior.
      • Measured dolphin trajectories with a Leica Geosystems theodolite and the Cyclops Theodolite Tracking software.
      • Helped organize the project logistics.

Education and Certifications

Publication

  • 2004
    Distribution du pergélisol dans un versant instable, le cas de Tsarmine (Arolla, VS)Lambiel C., Reynard E., Cheseaux G. and Lugon R. Bulletin de la Murithienne, no. 122, Société valaisanne des sciences naturelles. A study of permafrost distribution in an unstable Alpine slope, in French.

Key Skills

Education and content

  • Technical writing
  • Product education
  • Customer and partner training
  • API documentation
  • Release notes
  • Docs-as-code
  • Documentation automation
  • Terminology management
  • Onboarding and mentoring
  • Release management

AI and automation

  • Agentic AI
  • AI workflow automation
  • AI-assisted development (vibe coding)
  • Prompt and context engineering
  • Process automation
  • AI adoption and enablement
  • Generative AI
  • LLMs
  • RAG
  • GraphRAG
  • Knowledge graphs

Management and processes

  • Stakeholder engagement
  • Collaborative leadership
  • Product ownership
  • Team management
  • Agile development
  • ITSM and ITIL
  • IT asset management
  • Problem management
  • SLA and KPI management
  • Process design
  • Continuous improvement
  • Project planning
  • Compliance analysis
  • Data governance
  • Reporting and dashboards
  • Data analysis and forecasting

Strengths

  • Systems thinking
  • Analytical and strategic vision
  • Problem-solving
  • Clear communication
  • Structured and precise
  • Autonomy
  • Customer focus
  • Resilience under pressure
  • Fast learner
  • Adaptability
  • Innovation

Technical tools

  • Jira
  • Confluence
  • Git
  • GitHub
  • Python
  • HTML and CSS
  • Shell scripting (Bash)
  • Markdown
  • reStructuredText
  • Sphinx
  • Read the Docs
  • JSON/YAML
  • Miro
  • Figma
  • Microsoft Office
  • LibreOffice
  • Tableau
  • QlikView
  • EasyVista
  • Stoplight
  • Zendesk
  • Salesforce
  • Swift
  • Scroll Viewport
  • Docker
  • Linux
  • Mistral Vibe
  • Claude Code
  • VS Code
  • Nexthink
  • Squirro