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Product Support Specialist

Secfix

Remote - Germany, Austria, Poland, the UK or TurkeyQAFull-time
Before you apply

Role details

The practical picture
Employment
Full-time
Role signal brief

The role, at a glance

Extracted from the source posting · 95% confidence

Secfix is a B2B SaaS company automating security compliance (ISO 27001, GDPR, TISAX, SOC 2) for European companies. This role builds the Product Support team from scratch, serving as first-line technical support for product queries, documenting bugs, creating knowledge base content, and training Customer Success Managers. The position requires 1-4 years of B2B SaaS support experience and a collaborative approach to working with Product Engineering.

Remote scope
Remote work in Germany, Austria, Poland, the UK or Turkey only; EU time zones only; virtual office in Gather; no 100% asynchronous work

What you 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
  • SQL for data extraction and analysis in day-to-day work
  • Strong written and verbal English communication, comfortable in chat interactions and crafting knowledge base articles
  • Experience analyzing issues and collaborating with engineering teams without hands-on coding
  • C1 or C2 English is essential

What you will own

  • Serve as first-line support on product-related queries via chat, responding with empathy and efficiency
  • Document bug reports, review logs, and escalate issues to Product Engineering without direct debugging
  • Perform pre-release QA checks
  • Create and maintain knowledge base articles simplifying complex topics
  • Create videos and manage communications on new feature releases
  • Refine support processes and train Customer Success Managers on product features and troubleshooting
Core skills
Technical SupportSaaSCloud PlatformsAWSAPIsZendeskIntercomSQLKnowledge Base ManagementBug Documentation

Remote policy100% remote work with a virtual office in Gather; EU time zones only; local salaries at or above market rate; no 100% asynchronous work; need for in-sync daily communication

Internal freshness window ends Oct 22, 2026
View source evidence
  • location “Remote - Germany, Austria, Poland, the UK or Turkey”
  • must_have “C1 or C2 English is essential”
  • must_have “1-4 years of customer-facing experience in technical support or similar roles in a SaaS company”
  • must_have “Familiarity with cloud platforms (AWS, Google Cloud, Microsoft Azure), APIs and a good understanding of support tools like Zendesk/Intercom”
  • must_have “You should be capable of extracting information and analysing data using SQL in your day-to-day work”
  • must_have “Exceptional written and verbal communication in English, comfortable in customer chat interactions and in crafting detailed knowledge base articles”
  • remote_scope “At this time, we can support hiring only within EU time zones”
  • remote_scope “As a small, fast-growing company, we believe in the need for an in-sync component of daily communication and therefore cannot support 100% asynchronous work”
  • company_remote_policy “Remote Work: 100% remote work with a virtual office in Gather”
  • company_remote_policy “We work in sync using Gather as our virtual office”
  • applicant_location_requirements “Remote - Germany, Austria, Poland, the UK or Turkey”
technical supportsaascloud platformsaws
Role brief

Remote - Germany, Austria, Poland, the UK or Turkey. C1 or C2 English is essential

At Secfix, we’re at the forefront of automating security compliance in Europe. We help companies get and stay ISO 27001, GDPR, TISAX, and SOC 2 fast and easy and reduce hundreds of hours of manual work.

Secfix is run by a 100% remote team with hubs in Munich, Berlin and London. We’re a high-performing team looking for passionate, execution-focused owners to help us automate security and compliance for modern companies and become the European compliance automation leader. We’re backed by top VCs, including Octopus Ventures, Neosfer (Commerzbank), founders of Signavio and many more business angels.

About the Role

You'll be the third member of our Product Support team, trusted to design processes, set standards, and shape how Support is done at Secfix. If you like ownership and you’re proactive, this opportunity is for you :)

What You'll Do:

As a Product Support Specialist, you will serve as the first point of contact for product-related inquiries, focusing on providing exceptional support to our clients. Key responsibilities include:

  • 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.

About You:

The ideal candidate has a background in technical product support within a B2B SaaS environment, with a strong understanding of software products. Here’s 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.

  • You should be capable of extracting information and analysing data using SQL in your 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 we offer

  • Remote Work: 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. We share this philosophy with GitLab.

  • Equity: Generous equity package – we’re all owners of Secfix and beneficiaries of our collective success.

  • Mentorship: We are backed by top VCs and accelerators and have 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 (this year we've met in Alicante, Spain!).

  • Company Events: Company-wide events to build relationships and have some fun!

  • Tech Equipment: Latest tech equipment (MacBook, monitors, headphones).

Interview Process:

  • 20-30 min - Intro call with Talent team

  • Take-home Assessment

  • 60 min interview with our CS Lead and Founding Product Support Specialist

  • 45 min - Final Founder Interview with Co-Founders

Please note: We are an equal-opportunity employer and remote-only company. At this time, we can support hiring only within EU time zones. We work in sync using Gather as our virtual office. As a small, fast-growing company, we believe in the need for an in-sync component of daily communication and therefore cannot support 100% asynchronous work. Read more about our Remote Culture here.