Product Support Specialist
New
S
SecfixSaaS / Security Compliance
Remote-EMEA, Remote (+/- 2hrs from Germany GMT+1), Within +/- 2 hours of Germany (GMT+1); must be able to work in sync.Full-TimeMiddle
SalaryIndustry-competitive local salaries.
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Job Details
- Languages
- C1 or C2 English is essential
- Experience
- 1-4 years
- Required Skills
- AWSSQLGCPMicrosoft AzureRESTful APIsZendeskTechnical support
Requirements
- 1-4 years of customer-facing experience in technical support within a B2B SaaS environment.
- Familiarity with cloud platforms (AWS, Google Cloud, Microsoft Azure).
- Understanding of APIs.
- Proficiency in support tools like Zendesk or Intercom.
- Capability to extract information and analyze data using SQL.
- Strong skills in analyzing issues and collaborating with engineering teams.
- Exceptional written and verbal communication in English.
- Ability to take full ownership of customer issues from identification to resolution.
- Enthusiasm for a fast-paced startup environment.
- C1 or C2 level English proficiency.
Responsibilities
- Act as the first line of support on product-related queries via chat with empathy, clarity, and efficiency.
- Document bug reports, review logs, and collaborate with Product Engineering to track issue resolution.
- Perform pre-release QA checks to maintain product knowledge.
- Own and update the knowledge base by creating help center articles.
- Create videos and communication content for new feature releases.
- Continuously refine support processes to optimize customer experience.
- Train Customer Success Managers on product features and troubleshooting methods.
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