Product Support Specialist

at  Secfix

ABOUT SECFIX

Secfix automates security compliance for SMBs in Europe. We help SMBs automate ISO 27001, GDPR, TISAX, and SOC 2 fast and easy. Our platform integrates with a company’s tech stack (like AWS, Azure AD, Jira, etc.), automatically extracts the data needed for compliance, and creates a checklist to become and remain compliant.

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:

• 2-4 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. Basic knowledge of SQL is a plus.
• 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 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.

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 Intercom 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 our customers.
• 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 to help them handle customer inquiries effectively.