Product Support Specialist (German-speaking)

About the role

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. As a Product Support Specialist, 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 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.
• 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 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 and German (C1 or C2), 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 a virtual office in Gather.
• Industry-competitive local salaries at or above market.
• Generous equity package.
• €1,000 annual personal development budget.
• 26 days holiday plus local public holidays.
• Comprehensive health coverage and home office budget.