Product Support Specialist, German-speaking

Secfix

Product Support Specialist providing exceptional support to clients at Secfix, focused on automation in security compliance. Responsible for support processes and client education in a fully remote environment.

Posted 6/30/2026full-timeRemote • 🇪🇺 Anywhere in EuropeJuniorWebsite

Tech Stack

Tools & technologies

AWSAzureCloudSQL

About the role

Key responsibilities & impact

You'll be the second member of our Product Support team, trusted to design processes, set standards, and shape how Support is done at Secfix.
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 our customers.
Create videos and own communication on new feature releases and get our users excited about new functionalities.
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.

Requirements

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.
You should be capable of extracting information and analyzing data using SQL in your 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, 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.

Benefits

Comp & perks

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’re headed to Milan!).
Company Events: Company-wide events to build relationships and have some fun!
Tech Equipment: Latest tech equipment (MacBook, monitors, headphones).

ATS Keywords

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Hard Skills & Tools

Technical SupportData AnalysisProcess DesignQuality AssuranceIssue Resolution

Soft Skills

EmpathyClarityProactivityCollaborationOwnership