Product Support Specialist

Summary

Join our fun, close-knit team as a Product Support Specialist to serve as the first point of contact for product-related inquiries, focusing on providing exceptional support to our clients.

Requirements

• 2-4 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. Basic knowledge of SQL is a plus
• 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, 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

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
• 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

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