Product Support Specialist

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 https://www.notion.so/Remote-Culture-93bf571583904c5e814b7afd83c240f2?pvs=21.

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Quelle: Statistisches Bundesamt (Destatis), Tabelle; dl-de/by-2-0; eigene Berechnung