Product Support Specialist – German Speaking

About the role

We are looking for a German‑speaking Product Support Specialist to join Secfix’s growing support team. You will be the first point of contact for product‑related queries, helping customers adopt and maintain security‑compliance solutions.

Key responsibilities

• Respond to product inquiries via chat with empathy and efficiency, acting as the first line of support.
• Document bug reports, review logs and work with Product Engineering to escalate and track issues.
• Perform pre‑release QA checks and keep the knowledge base up‑to‑date, including writing help‑centre articles.
• Create video tutorials and communications for new feature releases to engage users.
• Continuously improve support processes and train Customer Success Managers on product features and troubleshooting.

Required profile

• 1‑4 years of technical support experience in a B2B SaaS environment.
• Strong written and verbal communication in English and German (C1/C2).
• Proactive ownership mindset and ability to manage issues from identification to resolution.
• Comfortable working in a fast‑paced, remote‑first startup.

Required skills

• AWS, Google Cloud and Microsoft Azure familiarity.
• Experience with APIs and support platforms such as Zendesk or Intercom.
• Ability to extract and analyse data using SQL.

What we offer

• 100 % remote work with a virtual office in Gather.
• Competitive local salary and a generous equity package.
• Annual €1 000 personal development budget and home‑office allowance.
• 26 days of holiday plus public holidays, comprehensive health insurance, and regular company retreats.