Product Support Specialist (German-speaking)
Job description
Product Support Specialist at Secfix, serving as the first point of contact for product-related client inquiries and helping shape how Support is done. The role is the third member of the Product Support team, focused on resolving issues via chat and working closely with Product Engineering.
At a glance
- Employment
- Full-time
- Work mode
- Remote · EU time zones
- Languages
- English – fluent, German – C1 or C2
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 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
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
- 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 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
Your team
Product Support
The role is the third member of the Product Support team, trusted to design processes, set standards, and shape how Support is done at Secfix.
Benefits
- 100% remote work with a virtual office in Gather
- Industry-competitive local salaries, paid at or above the market
- Generous equity package
- Mentorship from top VCs and accelerators and direct access to world-class mentors
- €1,000 annual personal development budget
- Home office budget and access to co-working spaces
- 26 days holiday + local public holidays
- Comprehensive health coverage
- Annual retreat to build connections and inspire ideas
- Company-wide events to build relationships and have some fun
- Latest tech equipment (MacBook, monitors, headphones)
How to get hired
- 120-30 min - Intro call with Talent team
- 2Take-home Assessment
- 360 min interview with our CS Lead and Founding Product Support Specialist
- 445 min - Final Founder Interview with Co-Founders
Apply
Direct apply at Secfix
Opens the job posting at Secfix
About Secfix
Automating security compliance in Europe
Secfix is at the forefront of automating security compliance in Europe. It is run by a 100% remote team with hubs in Munich, Berlin and London and is backed by top VCs, including Octopus Ventures, Neosfer (Commerzbank), founders of Signavio and many more business angels.
Mission
Help companies get and stay ISO 27001, GDPR, TISAX, and SOC 2 fast and easy and reduce hundreds of hours of manual work.
Key facts
- Munich, Berlin and London (hubs)
- Security compliance automation
- 100% remote team with hubs in Munich, Berlin and London
- Backed by top VCs, including Octopus Ventures, Neosfer (Commerzbank), founders of Signavio and many more business angels
- Helps companies get and stay ISO 27001, GDPR, TISAX, and SOC 2
- Remote-only company that can support hiring only within EU time zones
- Works in sync using Gather as a virtual office
Partners & customers