Product Support Specialist (German-speaking)

Secfix

9d•Remote

About The Position

Secfix is seeking a Product Support Specialist to join their growing team. This role is crucial for designing processes, setting standards, and shaping the future of customer support at Secfix. The Product Support Specialist will be the second member of the Product Support team and will have significant ownership and autonomy. The ideal candidate is proactive, enjoys taking ownership, and is passionate about automating security and compliance. Secfix is a 100% remote company focused on helping businesses achieve and maintain compliance certifications like ISO 27001, GDPR, TISAX, and SOC 2 through automation.

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), APIs and a good understanding of support tools like Zendesk/Intercom.
Capable of extracting information and analyzing data using SQL in your day-to-day work.
Skilled at analyzing issues and collaborating with engineering teams to solve complex technical problems without hands-on coding.
Exceptional written and verbal communication in English and German.
Comfortable in customer chat interactions and in crafting detailed knowledge base articles.
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 is essential.
Must be able to work within +/- 2hrs of Germany GMT+1.

Responsibilities

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 center 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 optimize 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.

Benefits

100% remote work with a virtual office in Gather.
Competitive Salary: Industry-competitive local salaries. We pay local rates that are at or above the market.
Equity: Generous equity package – we’re all owners of Secfix and beneficiaries of our collective success.
Mentorship: Backed by top VCs and accelerators with direct access to world-class mentors.
Development Budget: €1,000 annual personal development budget.
Home office Budget: Home office budget and access to co-working spaces.
Holidays: 26 days holiday + local public holidays.
Health Insurance: Comprehensive health coverage.
Annual Retreat: Annual retreat to build connections and inspire ideas.
Company Events: Company-wide events to build relationships and have some fun!
Tech Equipment: Latest tech equipment (MacBook, monitors, headphones).