Product Support Specialist

You'll be the second member of the Product Support team, trusted to design processes, set standards, and shape how Support is done at Secfix. You will serve as the first point of contact for product-related inquiries, focusing on providing exceptional support to clients.

What you'll do

• 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 customers.
• Create videos and own communication on new feature releases and get 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.

What you'll need

• 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 analysing data using SQL in day-to-day work.
• Skilled at analysing issues and collaborating with engineering teams to solve complex technical problems without hands-on coding.
• Exceptional written and verbal communication in English, 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.

What they offer

• 100% remote work with virtual office in Gather.
• Generous equity package.
• 1,000 EUR annual personal development budget.
• Home office budget and access to co-working spaces.
• 26 days holiday plus local public holidays.
• Comprehensive health coverage and latest tech equipment.