Product Support Specialist

This is a fully remote position, open to applicants in Germany.

📋 Description

• Serve as the initial point of contact for product-related inquiries via chat.

• Address product concerns promptly with empathy, clarity, and efficiency.

• Document bug reports, review logs, and pinpoint recurring issues.

• Work in conjunction with Product Engineering to escalate and monitor resolutions without engaging in direct debugging or code modifications.

• Conduct pre-release quality assurance checks.

• Manage and update the knowledge base while creating help center articles.

• Produce videos and communicate information regarding new feature launches.

• Continuously enhance support processes to improve customer experience and efficiency.

• Act as the technical product expert for Customer Success Managers.

• Train Customer Success Managers on product features and troubleshooting techniques.

⛳️ Requirements

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

• Background in technical product support in a B2B SaaS context.

• Strong grasp of software products.

• Familiarity with AWS, Google Cloud, and Microsoft Azure.

• Understanding of APIs.

• Experience with Zendesk or Intercom.

• Proficiency in extracting information and analyzing data using SQL.

• Capability to assess issues and collaborate with engineering teams without hands-on coding.

• Exceptional written and verbal communication skills in English; C1 or C2 level is essential.

• Comfortable engaging in customer chat interactions and composing detailed knowledge base articles.

• Ability to take ownership of customer issues from identification to resolution and documentation.

• Capacity to thrive in a fast-paced startup environment and proactively embrace new tools and technologies.

• Must be able to operate within EU time zones.

🏝️ Benefits

• Fully remote work with a virtual office in Gather.

• Competitive local salaries that meet or exceed market rates.

• Generous equity package.

• Direct access to world-class mentors.

• €1,000 annual budget for personal development.

• Home office budget.

• Access to co-working spaces.

• 26 days of vacation plus local public holidays.

• Comprehensive health insurance coverage.

• Annual retreat.

• Company-wide events.

• Latest technology equipment, including MacBook, monitors, and headphones.