Product Support Specialist

🔥 6 minutes ago

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Secfix

WebsiteLinkedInAll Job Openings

11 - 50 employees

💼 Consulting

🏥 Healthcare

📦 Logistics

Consulting • Healthcare • Logistics

Secfix is a company that specializes in automating compliance processes for businesses to help them achieve and maintain security standards such as ISO 27001, TISAX, and GDPR. By utilizing integrations with cloud providers, SSO, HR systems, and ticketing tools, Secfix streamlines the compliance workflow, reducing manual effort by up to 90%. The platform offers features like automated checklists, risk management, vendor management, and policy management, making it easier for startups and SMEs to stay secure and compliant. Secfix is particularly beneficial for small companies seeking ISO 27001 certification, offering support to ensure a smooth and fast compliance journey. The company is based in Europe and prioritizes data protection with GDPR compliance and strict data encryption policies.

📋 Description

• Act as the first line of support for product-related queries via chat • Resolve product issues quickly with empathy, clarity, and efficiency • Document bug reports, review logs, and identify recurring issues • Collaborate with Product Engineering to escalate and track resolutions without direct debugging or code fixes • Perform pre-release QA checks • Own and update the knowledge base and create help center articles • Create videos and communicate new feature releases • Continuously refine support processes to optimize customer experience and efficiency • Serve as the technical product expert for Customer Success Managers • Train Customer Success Managers on product features and troubleshooting methods

🎯 Requirements

• 1–4 years of customer-facing experience in technical support or similar roles in a SaaS company • Technical product support background in a B2B SaaS environment • Strong understanding of software products • Familiarity with AWS, Google Cloud, and Microsoft Azure • Familiarity with APIs • Familiarity with Zendesk or Intercom • Ability to extract information and analyze data using SQL • Ability to analyze issues and collaborate with engineering teams without hands-on coding • Exceptional written and verbal English communication; C1 or C2 English is essential • Comfortable with customer chat interactions and writing detailed knowledge base articles • Ability to take ownership of customer issues from identification through resolution and documentation • Ability to work in a fast-paced startup environment and proactively adopt new tools and technologies • Must be able to work within EU time zones

🏖️ Benefits

• 100% remote work with a virtual office in Gather • Industry-competitive local salaries at or above market rates • Generous equity package • Direct access to world-class mentors • €1,000 annual personal development budget • Home office budget • Access to co-working spaces • 26 days holiday plus local public holidays • Comprehensive health coverage • Annual retreat • Company-wide events • Latest tech equipment, including MacBook, monitors, and headphones