11d 16h ago
Product Support Specialist
Secfix·General Customer Support · SaaS
📡Fully Remote
apiscloud_servicesintercomsql+1
Product Support Specialist
Secfix | General Customer Support | SaaS
Fully Remote
Full Time
Position:
Product Support Specialist
Company:
Secfix
Location:
Remote - EMEA
Employment type:
Full time
Work Arrangement:
Remote (+/- 2hrs from Germany GMT+1)
Short Summary:
At Secfix, we’re at the forefront of automating security compliance in Europe. We help companies get and stay ISO 27001, GDPR, TISAX, and SOC 2 fast and easy and reduce hundreds of hours of manual work.
Responsibilities:
- Act as the first line of support on product-related queries via chat, responding with empathy, clarity, and efficiency to resolve issues quickly.
- Document bug reports, review logs, and identify recurring issues; collaborate closely with Product Engineering to escalate and track resolution.
- Perform pre-release QA checks to ensure you are up to date.
- Own and update the knowledge base, including creating help center articles that simplify complex topics for our customers.
- Create videos and own communication on new feature releases.
- Continuously refine support processes to optimize customer experiences and improve efficiency.
- Serve as the technical product expert, training Customer Success Managers on product features and common troubleshooting methods.
Requirement:
- 1-4 years of customer-facing experience in technical support or similar roles in a SaaS company.
- Familiarity with cloud platforms (AWS, Google Cloud, Microsoft Azure), APIs, and support tools like Zendesk/Intercom.
- Capable of extracting information and analyzing data using SQL.
- Exceptional written and verbal communication in English.
- Driven to take full ownership of customer issues from identification to resolution.
- Enthusiastic about working in a fast-paced startup environment.
Benefits:
- 100% remote work with a virtual office in Gather.
- Competitive local salaries.
- Generous equity package.
- €1,000 annual personal development budget.
- Home office budget and access to co-working spaces.
- 26 days holiday + local public holidays.
- Comprehensive health coverage.
- Annual retreat to build connections and inspire ideas.
- Latest tech equipment (MacBook, monitors, headphones).
Product Support Specialist
Company:
Secfix
Location:
Remote - EMEA
Employment type:
Full time
Work Arrangement:
Remote (+/- 2hrs from Germany GMT+1)
Short Summary:
At Secfix, we’re at the forefront of automating security compliance in Europe. We help companies get and stay ISO 27001, GDPR, TISAX, and SOC 2 fast and easy and reduce hundreds of hours of manual work.
Responsibilities:
- Act as the first line of support on product-related queries via chat, responding with empathy, clarity, and efficiency to resolve issues quickly.
- Document bug reports, review logs, and identify recurring issues; collaborate closely with Product Engineering to escalate and track resolution.
- Perform pre-release QA checks to ensure you are up to date.
- Own and update the knowledge base, including creating help center articles that simplify complex topics for our customers.
- Create videos and own communication on new feature releases.
- Continuously refine support processes to optimize customer experiences and improve efficiency.
- Serve as the technical product expert, training Customer Success Managers on product features and common troubleshooting methods.
Requirement:
- 1-4 years of customer-facing experience in technical support or similar roles in a SaaS company.
- Familiarity with cloud platforms (AWS, Google Cloud, Microsoft Azure), APIs, and support tools like Zendesk/Intercom.
- Capable of extracting information and analyzing data using SQL.
- Exceptional written and verbal communication in English.
- Driven to take full ownership of customer issues from identification to resolution.
- Enthusiastic about working in a fast-paced startup environment.
Benefits:
- 100% remote work with a virtual office in Gather.
- Competitive local salaries.
- Generous equity package.
- €1,000 annual personal development budget.
- Home office budget and access to co-working spaces.
- 26 days holiday + local public holidays.
- Comprehensive health coverage.
- Annual retreat to build connections and inspire ideas.
- Latest tech equipment (MacBook, monitors, headphones).
Required Skills
apiscloud_servicesintercomsqlzendesk
Required Languages
🇬🇧 English
Key competency: General Customer Support