Logo Secfix

Product Support Specialist

Secfix

Job

  • Level
    Erfahren
  • Job Feld
    IT, Support
  • Anstellung
    Vollzeit
  • Vertragsart
    Unbefristetes Dienstverhältnis
  • Ort
    Berlin
  • Arbeitsmodell
    Full Remote

    • Job Zusammenfassung

    In dieser Rolle bearbeitest du produktbezogene Anfragen, dokumentierst Probleme, erstellst Inhalte für die Wissensdatenbank und führst Qualitätstests durch, um eine exzellente Kundenbetreuung zu gewährleisten.

    Job Technologien

    Deine Rolle im Team

    • 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.
    • 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 up to date.
    • 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.

    Unsere Erwartungen an dich

    Qualifikationen

    • The ideal candidate has a background in technical product support within a B2B SaaS environment, with a strong understanding of software products.
    • 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.

    Erfahrung

    • 1-4 years of customer-facing experience in technical support or similar roles in a SaaS company.

    Unser Angebot

    • 100% remote work with a virtual office in Gather.
    • Industry-competitive local salaries. We pay local rates that are at or above the market.
    • Generous equity package - we're all owners of Secfix and beneficiaries of our collective success.
    • We are backed by top VCs and accelerators and have direct access to world-class mentors.
    • €1,000 annual personal development budget.
    • Home office budget and access to co-working spaces.
    • 26 days holiday + local public holidays.
    • Comprehensive health coverage.
    • Annual retreat to build connections and inspire ideas (this year we're headed to Milan!).
    • Company-wide events to build relationships and have some fun!
    • Latest tech equipment (MacBook, monitors, headphones).

    Benefits

    Work-Life-Integration

    Themen mit denen du dich im Job beschäftigst

    Job Standorte

    • Standort Berlin

      Deutschland

    Das ist dein Arbeitgeber

    Secfix

    Secfix

    Die Secfix GmbH, 2021 in Berlin gegründet, fokussiert sich auf die Entwicklung einer automatisierten Compliance-Plattform. Mit Standorten in München und Berlin hilft das Unternehmen europäischen Firmen, Sicherheitsstandards und Zertifizierungen einzuhalten. Secfix hat sich als eine der führenden Plattformen im Bereich Security Compliance positioniert und setzt auf KI-gestützte Automatisierung zur Verbesserung von Compliance-Prozessen.

    Description

  • Unternehmenstyp
    Startup
  • Arbeitsmodell
    Full Remote
  • Branche
    Internet, IT, Telekom
    • Logo Secfix

    Product Support Specialist

    Secfix
    Ort
    Berlin
    Arbeitsmodell
    Full Remote
    Diversität
    Für alle Personen geeignet (m/w/d)

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