Product Support Specialist

Remote - Germany, Austria, Poland, the UK or Turkey. C1 or C2 English is essential

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.

About the Role

You'll be the third member of our Product Support team, trusted to design processes, set standards, and shape how Support is done at Secfix. If you like ownership and you’re proactive, this opportunity is for you :)

What You'll Do:

As a Product Support Specialist, you will serve as the first point of contact for product-related inquiries, focusing on providing exceptional support to our clients. Key responsibilities include:

• Act as the first line of support on product-related queries via chat, responding with empathy, clarity, and efficiency to resolve issues quickly.

• Document bug reports, review logs, and identify recurring issues; collaborate closely with Product Engineering to escalate and track resolution without the need for direct debugging or code fixes.

• Perform pre-release QA checks to ensure you are up to date.

• Own and update the knowledge base, including creating help centre articles that simplify complex topics for our customers.

• Create videos and own communication on new feature releases and get our users excited about new functionalities

• Continuously refine support processes to optimise customer experiences and improve efficiency.

• Serve as the technical product expert, training Customer Success Managers on product features and common troubleshooting methods to help them handle customer inquiries effectively.

About You:

The ideal candidate has a background in technical product support within a B2B SaaS environment, with a strong understanding of software products. Here’s what we’re looking for:

• 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), APIs and a good understanding of support tools like Zendesk/Intercom.