Product Support Specialist

About the role

Secfix is looking for a Product Support Specialist to be the first point of contact for product‑related inquiries. You will work remotely across EU time zones, helping customers adopt and use our compliance automation platform.

Key responsibilities

• Provide first‑line support via chat, responding with empathy and clarity to resolve product issues quickly.
• Document bug reports, review logs, and collaborate with Product Engineering to track and escalate recurring problems.
• Perform pre‑release QA checks and keep the knowledge base up to date with help‑centre articles.
• Create video tutorials and communications for new feature releases.
• 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 English communication skills for chat interactions and documentation.
• Proactive ownership of customer issues from identification through resolution.
• Comfortable working in a fast‑paced startup and adopting new tools.

Required skills

• Experience with cloud platforms such as AWS, Google Cloud, and Microsoft Azure.
• Familiarity with APIs and support tools like 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, equity package, and annual €1,000 development budget.
• Home‑office budget, health insurance, 26 days holiday plus public holidays.
• Annual retreat and company‑wide events.