Product Support Specialist (German-speaking)

Secfix GmbH

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Germany·Austria·United Kingdom

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3 months ago

🏠 Remote Full-time

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Description

Secfix is a fully remote European startup that automates security compliance, helping companies achieve ISO 27001, GDPR, TISAX and SOC 2 certification. As the second member of the Product Support team, this person is the first point of contact for product-related customer queries over chat and is expected to help define the team's processes and standards. The role covers documenting bug reports, reviewing logs, escalating recurring issues to Product Engineering, running pre-release QA checks and owning the knowledge base and release communication. It also involves acting as the internal product expert who trains Customer Success Managers on features and troubleshooting. The company hires only within EU time zones and requires C1/C2 German alongside strong English.

Requirements

1-4 years of customer-facing experience in technical support or a similar role at a SaaS company
Familiarity with cloud platforms such as AWS, Google Cloud and Microsoft Azure, and with APIs
Good understanding of support tools such as Zendesk or Intercom
Able to extract and analyse data with SQL in day-to-day work
Skilled at analysing issues and working with engineering teams to solve complex technical problems without hands-on coding
Exceptional written and verbal communication in English and German (C1 or C2 German is essential)
Drive to take full ownership of customer issues from identification to resolution, including documentation
Enthusiasm for a fast-paced startup environment and quick adoption of new tools

Languages

German

C2 · Fluent

A1A2B1B2C1C2

English

C2 · Fluent

A1A2B1B2C1C2

Experience Level

InternEntry LevelMid-levelSeniorLeadExecutive

Benefits

100% remote work with a virtual office in Gather

Industry-competitive local salary

Generous equity package

Mentorship through top VCs and accelerators

EUR 1,000 annual personal development budget

Home office budget and access to co-working spaces

26 days holiday plus local public holidays

Comprehensive health insurance

Annual company retreat

Company-wide events

Latest tech equipment (MacBook, monitors, headphones)

About the company

Secfix GmbH

Europe's leading all-in-one security compliance automation platform for SMBs and mid-market companies. Secfix automates up to 90% of compliance work for ISO 27001, SOC 2, TISAX, GDPR, NIS2, DORA, and other frameworks — pairing AI-powered automation with dedicated compliance experts. The platform runs 250+ automated security checks, manages vendor risk, handles employee on/offboarding for compliance, and provides an AI-powered virtual CISO. Serves hundreds of customers across 15+ European countries with a 100% audit success rate.