Founding Technical Product Support Specialist

Summary

Join Secfix, a European leader in SMB security compliance automation, as a Founding Technical Product Support Specialist. You will be the first point of contact for product inquiries, providing exceptional support to clients via Intercom chat. Key responsibilities include resolving issues, documenting bug reports, performing QA checks, updating the knowledge base, creating helpful content, and refining support processes. You will also train Customer Success Managers and set the foundation for future support specialists. This role requires 2-5 years of B2B SaaS technical support experience, SQL skills, and strong communication abilities. Secfix offers a 100% remote work environment, competitive salary, equity, generous benefits, and professional development opportunities.

Requirements

• You have 2-5 years of customer-facing experience in technical support or similar roles in a SaaS company
• You are technical enough to extract information and analyze db data using SQL in your day-to-day work and deep dive into logs
• Strong experience and customer-driven values using support tools like Zendesk/Intercom
• Skilled at analyzing issues and collaborating with engineering teams to solve complex technical problems with SQL 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

Responsibilities

• 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
• 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
• Set the ground for future Product Support specialists

Preferred Qualifications

You’re experienced with troubleshooting 3rd party integration connection issues (AWS, Google Cloud, Microsoft Azure, etc.) and APIs

Benefits

• 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
• Holidays : 26 days holiday + local public holidays
• Health Insurance: Comprehensive health coverage
• Development Budget: €1,000 annual personal development budget
• Workspace Budget: Remote workspace budget and access to co-working spaces
• Annual Retreat : Annual retreat to build connections and inspire ideas (this year we’re headed to Milan!)
• Tech Equipment : Latest tech equipment (MacBook, monitors, headphones)
• Company Events: Company-wide events to build relationships and have some fun!
• Mentorship: We are backed by top VCs and accelerators and have direct access to world-class mentors