Technical Product Support Specialist

New

Skills

AWS Azure ad Google Cloud Platform Jira Microsoft Azure QA SQL Technical Documentation Tech Support Zendesk

Join Secfix as the Founding Technical Product Support Specialist and play a pivotal role in revolutionizing security compliance automation for SMBs across Europe. As an integral founding member, you will design support processes, set operational standards, and deliver exceptional client experiences in a fast-paced, remote-first SaaS startup. You will work closely with product and engineering teams, own customer communications, and help shape the future of product support at Secfix.

Key Responsibilities
  • Serve as the first point of contact for product-related queries via Intercom chat, delivering prompt, empathetic support.
  • Document bug reports, review logs, and identify recurring technical issues for escalation to engineering teams.
  • Perform pre-release QA checks to ensure product readiness and stay updated on new features.
  • Own and update the knowledge base, including crafting help center articles and instructional videos.
  • Refine support processes and train Customer Success Managers on product features and troubleshooting methods.
Required Skills & Qualifications
  • 2-5 years of customer-facing technical support experience in a B2B SaaS environment.
  • Strong analytical skills and ability to extract and analyze database data using SQL.
  • Hands-on experience with support tools such as Intercom or Zendesk.
  • Exceptional written and verbal English communication skills for chat and documentation.
  • Proactive ownership of customer issues, from identification to resolution and documentation.
  • Quick learner, adaptable to new tools, and passionate about remote startup environments.
  • Bonus: Experience troubleshooting 3rd party integrations (AWS, Google Cloud, Azure) and APIs.

No forms. Your profile is generated instantly.

Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: 12.0 Months

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