Technical Product Support Specialist

New

Skills

AWS Azure Google Cloud QA Sql Tech Support Technical Documentation Zendesk

Join Secfix as a Founding Technical Product Support Specialist and play a key role in shaping the future of security compliance automation for SMBs across Europe. As the first member of our Product Support team, you’ll drive exceptional customer experiences, streamline support processes, and collaborate with a fast-growing, remote-first SaaS startup. Work closely with engineering, product, and customer success teams to ensure our clients are supported, informed, and empowered to use our platform effectively.

Key Responsibilities
  • Serve as the first point of contact for product-related inquiries via Intercom chat, delivering empathetic, clear, and efficient support.
  • Document bug reports, review logs, and identify recurring issues; collaborate with Product Engineering to escalate and track resolutions.
  • Conduct pre-release QA checks to stay updated on new features and ensure platform reliability.
  • Own and update the customer knowledge base, creating help center articles and videos on product features and new releases.
  • Refine and optimize support processes, and train Customer Success Managers on troubleshooting and product features.
Required Skills & Qualifications
  • 2-5 years’ experience in technical support or a similar customer-facing SaaS role.
  • Proficiency with SQL for data extraction and analysis.
  • Hands-on experience using support tools such as Intercom or Zendesk.
  • Strong analytical skills for troubleshooting technical issues and collaborating with engineering teams.
  • Excellent written and verbal communication skills in English, with the ability to create clear documentation and customer communications.
  • Proactive, ownership-driven, and adaptable to a fast-paced startup environment.
  • Experience with 3rd party integrations (AWS, Google Cloud, Microsoft Azure) and APIs is a plus.
  • Comfortable working 100% remotely within EU time zones.

Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: 12 Months

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