Impress employers and recruiters.
Choose from hundreds of resume examples.
Impress employers and recruiters.
Choose from hundreds of resume examples.
Tailor your resume to this Product Support Specialist role.
Rezi rewrites your resume against Secfix's job description. Free.
Tailor your resume to this Product Support Specialist role.
Rezi rewrites your resume against Secfix's job description. Free.
Don't guess if your resume is good enough.
See how it scores against the Product Support Specialist posting at Secfix — free, in seconds.
Don't guess if your resume is good enough.
See how it scores against the Product Support Specialist posting at Secfix — free, in seconds.
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 via chat.
- Respond to customer queries with empathy, clarity, and efficiency.
- Document bug reports, review logs, and identify recurring issues.
- Collaborate with Product Engineering to escalate and track issue resolution.
- Perform pre-release QA checks.
- Own and update the knowledge base, including creating help center articles.
- Create videos and communicate new feature releases to 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 methods.
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.
Skills
- Technical product support
- B2B SaaS environment
- 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 creation
- Ownership
- Proactiveness
- Adaptability
Location
- Remote
- Within EU time zones
- +/- 2hrs from Germany GMT+1
Work Type
- Remote
- 100% remote work
Experience Level
- 1-4 years
Salary/Compensations
- Industry-competitive local salaries
- Pay local rates that are at or above the market
Benefits
- Competitive Salary
- Equity package
- Mentorship
- €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 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.
- Secfix is run by a 100% remote team with hubs in Munich, Berlin and London.
- We’re a high-performing team looking for passionate, execution-focused, owners to help us automate security and compliance for modern companies and become the European compliance automation leader.
- We’re backed by top VCs, including Octopus Ventures, Neosfer (Commerzbank), founders of Signavio and many more business angels.
Equal Opportunity
- We are an equal-opportunity employer and remote-only company.