Founding Technical Product Support Specialist

About Secfix

Secfix automates security compliance for SMBs in Europe. We help SMBs automate ISO 27001, GDPR, TISAX, and SOC 2 fast and easy. Our platform integrates with a company's tech stack (like AWS, Azure AD, Jira, etc.), automatically extracts the data needed for compliance, and creates a checklist to become and remain compliant. 

About our team

We're a fun, close-knit team on a mission to automate security and compliance for modern companies and become the European compliance automation leader. Our trajectory is fueled by top investors, including Octopus Ventures, Neosfer (Commerzbank), founders of Signavio and many more angels.

We are a team of 24 (and growing) with founders passionate about Y Combinator product principles and building a great remote culture. We are solving a real need with a huge $97bn market and the future is very bright.

Scope of this role: 50% Intercom chat support, 40% troubleshooting & QA, 10% documentation, process building & automation.

What you will do

As a Founding Technical 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 Intercom 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.

• Set the ground for future Product Support specialists

About you

You'll be the founding 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 :)

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

You should apply if:

• You have 2-5 years of customer-facing experience in technical support or similar roles in a SaaS company.

• You are technical enough to extract information and analyze db data using SQL in your day-to-day work and deep dive into logs.

• Strong experience and customer-driven values using support tools like Zendesk/Intercom.

• Skilled at analyzing issues and collaborating with engineering teams to solve complex technical problems with SQL hands-on coding.

• Exceptional written and verbal communication in English, 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.

• Bonus: You're experienced with troubleshooting 3rd party integration connection issues (AWS, Google Cloud, Microsoft Azure, etc.) and APIs

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.

• Holidays: 26 days holiday + local public holidays.

• Health Insurance: Comprehensive health coverage.

• Development Budget: €1,000 annual personal development budget.

• Workspace Budget: Remote workspace budget and access to co-working spaces.

• Annual Retreat: Annual retreat to build connections and inspire ideas (this year we're headed to Milan).

• Tech Equipment: Latest tech equipment (MacBook, monitors, headphones).

• Company Events: Company-wide events to build relationships and have some fun

• Mentorship: We are backed by top VCs and accelerators and have direct access to world-class mentors.

Interview Process

1. Technical support challenge

2. 20 min intro call with talent team

3. 45 min interview with CS Lead

4. 1h final "Virtual on-site" where you'll meet the team and co-founders on Gather

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.