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About the Role

You will be the second member of our Product Support team, trusted to design processes, set standards, and shape how Support is done at Secfix. This role offers significant ownership and requires a proactive approach.

Responsibilities

• Serve as the first point of contact for product-related inquiries, providing exceptional support to clients.
• Act as the first line of support on product-related queries via chat, responding with empathy, clarity, and efficiency.
• Document bug reports, review logs, and identify recurring issues, collaborating with Product Engineering for escalation and tracking.
• Perform pre-release QA checks to ensure up-to-date product knowledge.
• Own and update the knowledge base, creating help center articles to simplify complex topics.
• Create videos and communicate new feature releases to engage users.
• 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 troubleshooting.

Requirements

• 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) and APIs.
• Good understanding of support tools like Zendesk/Intercom.
• Capable of extracting information and analyzing data using SQL.
• Skilled at analyzing issues and collaborating with engineering teams to solve complex technical problems without hands-on coding.
• Driven to take full ownership of customer issues from identification to resolution, including documentation.
• Enthusiastic about working in a fast-paced startup environment, quick to learn, and proactive in adopting new tools and technologies.
• C1 or C2 German language proficiency is essential.

Skills

• Technical product support
• B2B SaaS
• Software product understanding
• Cloud platforms (AWS, Google Cloud, Microsoft Azure)
• APIs
• Zendesk/Intercom
• SQL
• Issue analysis
• Collaboration with engineering teams
• Written communication
• Verbal communication
• Customer chat interactions
• Knowledge base article creation
• Ownership
• Proactiveness
• Adaptability to new tools and technologies
• German language proficiency

Location

• Remote
• Within EU time zones
• +/- 2hrs from Germany GMT+1

Work Type

• Remote
• Full-time

Experience Level

• 1-4 years

Salary/Compensations

• Industry-competitive local salaries
• Local rates at or above market

Benefits

• 100% remote work with a virtual office in Gather
• Competitive salary
• Generous equity package
• Mentorship from top VCs and accelerators
• €1,000 annual personal development budget
• Home office budget
• Access to co-working spaces
• 26 days holiday + local public holidays
• Comprehensive health coverage
• Annual retreat
• Company-wide events
• Latest tech equipment (MacBook, monitors, headphones)

About the Company

• At the forefront of automating security compliance in Europe.
• Helps companies get and stay ISO 27001, GDPR, TISAX, and SOC 2 fast and easy.
• Reduces hundreds of hours of manual work.
• Run by a 100% remote team with hubs in Munich, Berlin and London.
• High-performing team looking for passionate, execution-focused owners.
• Goal is to automate security and compliance for modern companies and become the European compliance automation leader.
• Backed by top VCs, including Octopus Ventures, Neosfer (Commerzbank), founders of Signavio and many more business angels.

Equal Opportunity

• Equal-opportunity employer
• Remote-only company