Product Support Specialist

Secfix GmbH

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Germany·Austria·United Kingdom

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1 month ago

🏠 Remote Full-time

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Description

Secfix, a remote-first startup automating security compliance across ISO 27001, GDPR, TISAX and SOC 2, is hiring the second member of its Product Support team. You are the first point of contact for product-related queries over chat, resolving issues with empathy, clarity and efficiency. You document bug reports, review logs and identify recurring issues, escalating to Product Engineering without doing hands-on debugging or code fixes. You also own the knowledge base and help centre articles, run pre-release QA checks, create videos and communications for new feature releases, and continuously refine support processes. As the technical product expert you train Customer Success Managers on features and common troubleshooting, with the freedom to design processes and set support standards.

Requirements

1-4 years of customer-facing experience in technical support or similar roles at a SaaS company
Familiarity with cloud platforms such as AWS, Google Cloud or Microsoft Azure and with APIs
Good understanding of support tools such as Zendesk or Intercom
Able to extract information and analyse data using SQL day to day
Skilled at analysing issues and collaborating with engineering teams without hands-on coding
Exceptional written and verbal communication in English at C1 or C2 level
Comfortable with customer chat interactions and writing detailed knowledge base articles
Driven to take full ownership of customer issues from identification to resolution
Enthusiastic about a fast-paced startup environment and quick to adopt new tools

Languages

English

C2 · Fluent

A1A2B1B2C1C2

Experience Level

InternEntry LevelMid-levelSeniorLeadExecutive

Benefits

100 percent remote work with a virtual office in Gather

Industry-competitive local salary at or above market

Generous equity package

Mentorship with access to 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 including MacBook, monitors and 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.