Product Support Specialist (German-speaking)

Secfix; Germany; Remote; EUR 42,000 - 70,000; Full time

Benefits offered by this job

Remote work

Equity

Mentorship

Home office budget

26 days holidays

Annual retreat

Company events

Job summary

Secfix, a fully remote security compliance company, seeks a Product Support Specialist. You will be the first contact for product inquiries, document bugs, and guide clients through new features. Role emphasizes ownership, proactive learning, and collaboration with engineering.

Ideal candidates have 1–4 years in SaaS support, experience with cloud platforms, and strong English and German communication. EU‑time zone coordination and a remote setup are expected.

Qualifications

• 1-4 years of customer-facing experience in SaaS
• Familiarity with cloud platforms (AWS, GCP, Azure) and APIs
• Proficient in English and German
• Ability to extract information and analyze data using SQL
• Capable of solving problems with engineering teams without coding

Responsibilities

• Be the first line of product-related inquiries via chat with empathy and clarity
• Document bug reports and review logs; collaborate with Product Engineering on resolution
• Perform pre-release QA checks to stay up-to-date
• Own and update the knowledge base with clear articles
• Create videos and communicate new feature releases to users
• Refine support processes to improve customer experiences and efficiency
• Train Customer Success Managers on product features and troubleshooting methods

Skills

Customer-facing experience

SQL

Analytical thinking

Ownership mindset

English & German

Tools

Zendesk

Intercom

APIs

Job description

Remote (+/- 2hrs from Germany GMT+1). C1 or C2 German Language is essential

At Secfix, we're at the forefront of automating security compliance in Europe. We help companies get and stay ISO 27001, GDPR, TISAX, and SOC 2 fast and easy and reduce hundreds of hours of manual work.

Secfix is run by a 100% remote team with hubs in Munich, Berlin and London. We're a high-performing team looking for passionate, execution-focused, owners to help us automate security and compliance for modern companies and become the European compliance automation leader. We're backed by top VCs, including Octopus Ventures, Neosfer (Commerzbank), founders of Signavio and many more business angels.

About the Role

You’ll be the second member of our Product Support team, trusted to design processes, set standards, and shape how Support is done at Secfix. If you like ownership and you're proactive, this opportunity is for you :)

What You’ll Do:

As a Product Support Specialist, you will serve as the first point of contact for product-related inquiries, focusing on providing exceptional support to our clients. Key responsibilities include:

• Act as the first line of support on product-related queries via 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 elevate 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.

About You:

The ideal candidate has a background in technical product support within a B2B SaaS environment, with a strong understanding of software products. Here's what we're looking for:

• 1-4 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.
• You should be capable of extracting information and analyzing data using SQL in your day-to-day work.
• 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 and German, 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.

What we offer

• 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.
• Mentorship: We are backed by top VCs and accelerators and have direct access to world-class mentors.
• Home office Budget: Home office budget and access to co-working spaces.
• Holidays: 26 days holiday + local public holidays.
• Annual Retreat: Annual retreat to build connections and inspire ideas (this year we're headed to Milan!).
• Company Events: Company-wide events to build relationships and have some fun!

Interview Process:

• 20-30 min - Intro call with Talent team
• Take-home Assessment
• 45 min interview with our CS Lead and Founding Product Support Specialist
• 60 min - Final Founder Interview with Co-Founders

Please note: We are an equal-opportunity employer and remote-only company. At this time, we can support hiring only within EU time zones. We work in sync using Gather as our virtual office. As a small fast-growing company, we believe in the need for an in-sync component of daily communication and therefore cannot support 100% asynchronous work. Read more about our Remote Culture here.