Product Support Specialist

Remote - Germany, Austria, Poland, the UK or Turkey. Posted 3 months ago

The role

You will serve as the first point of contact for product-related inquiries via chat. You will document bug reports, update the knowledge base, and train Customer Success Managers on product features.

What you will do

Act as the first line of support on product-related queries via chat
Document bug reports, review logs, and identify recurring issues
Collaborate with Product Engineering to escalate and track resolution
Perform pre-release QA checks
Own and update the knowledge base and help centre articles
Create videos and own communication on new feature releases
Refine support processes to optimise customer experiences
Train Customer Success Managers on product features and troubleshooting

Required qualifications

C1 or C2 English is essential
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)
Familiarity with APIs
Good understanding of support tools like Zendesk/Intercom
Capable of extracting information and analysing data using SQL
Skilled at analysing issues and collaborating with engineering teams
Exceptional written and verbal communication in English

Benefits

100% remote work with a virtual office in Gather
Industry-competitive local salaries
Generous equity package
Access to world-class mentors
€1,000 annual personal development budget
Home office budget and access to co-working spaces
26 days holiday plus local public holidays
Comprehensive health coverage
Annual retreat
Company-wide events
Latest tech equipment (MacBook, monitors, headphones)

Before you apply

Can support hiring only within EU time zones
Intro call with Talent team
Take-home Assessment
60 min interview with CS Lead and Founding Product Support Specialist
45 min Final Founder Interview with Co-Founders

About the company

Secfix automates security compliance in Europe for ISO 27001, GDPR, TISAX, and SOC 2. It is a 100% remote team with hubs in Munich, Berlin and London.