Product Support Engineer Role

New

Skills

AWS Azure Engineer Google Cloud QA Sql Tech Support Technical Documentation Zendesk

Join Secfix as our founding Product Support Engineer and be a key player in automating security compliance for European SMBs. As the first member dedicated to product support, you will build the foundation for how we support our customers, collaborate closely with engineering and customer success, and help shape the future of compliance automation in a rapidly growing, remote-first startup backed by leading investors.

Job Overview
  • Provide real-time technical support to customers via Intercom chat, ensuring prompt and empathetic responses.
  • Troubleshoot product issues by analyzing logs and querying databases using SQL.
  • Conduct QA and pre-release testing to maintain product stability and stay up-to-date on new features.
  • Create and maintain internal and external documentation, including knowledge base articles and training materials.
  • Design efficient support processes, workflows, and best practices as the founding member of the support team.
Key Responsibilities
  • Own customer interactions and resolve issues through chat-based support.
  • Analyze and troubleshoot technical problems using logs and SQL.
  • Perform quality assurance and feature testing before releases.
  • Develop and update documentation and process guidelines.
  • Train Customer Success Managers and set standards for future support hires.
Required Skills & Qualifications
  • 2–5 years of technical product support experience in B2B SaaS.
  • Proficiency in SQL for database querying and troubleshooting.
  • Experience with support tools such as Intercom or Zendesk.
  • Strong English communication skills, both written and verbal.
  • Proactive, organized, and comfortable in fast-paced startup environments.
  • Ability to work closely with engineering and customer success teams.
  • Ownership mentality and eagerness to build scalable support processes.
  • Bonus: Experience with API/integration troubleshooting (AWS, Azure, Google Cloud).

Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: 12 Months

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