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'll 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 uptodate.
• Own and update the knowledge base, including creating help center 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 optimize 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 support tools like Zendesk/Intercom.
• Capable of extracting information and analyzing data using SQL in 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, comfortable in customer chat interactions and crafting detailed knowledge base articles.
• Driven to take full ownership of customer issues from identification to resolution, including documentation.

What they offer

• 100% remote work with virtual office in Gather.
• Competitive local salaries at or above market rate.
• Generous equity package.
• €1,000 annual personal development budget.
• 26 days holiday plus local public holidays and comprehensive health coverage.
• Home office budget, access to co-working spaces, and latest tech equipment.