secfix - Product Support Specialist (German-speaking)
Requirements
• Familiarity with cloud platforms (AWS, Google Cloud, Microsoft Azure), APIs and a good understanding of support tools like Zendesk/Intercom.
Responsibilities
• 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 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. • 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.
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. • Mentorship: We are backed by top VCs and accelerators and have direct access to world-class mentors. • Development Budget: €1,000 annual personal development budget. • Home office Budget: Home office budget and access to co-working spaces. • Holidays: 26 days holiday + local public holidays. • Health Insurance: Comprehensive health coverage. • 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! • Tech Equipment: Latest tech equipment (MacBook, monitors, headphones). • 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 https://www.notion.so/Remote-Culture-93bf571583904c5e814b7afd83c240f2?pvs=21.
Apply in one click
Upload My Resume
Drop here or click to browse · Tap to choose · PDF, DOCX, DOC, RTF, TXT