Product Support Specialist, German-speaking

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

📋 Description

• As the second member of our Product Support team, you will be entrusted with designing processes, establishing standards, and influencing the Support methodology at Secfix.

• Serve as the initial point of contact for product-related inquiries through chat, responding with empathy, clarity, and efficiency to swiftly resolve issues.

• Document bug reports, examine logs, and recognize recurring problems; work closely with Product Engineering to escalate and monitor resolutions without needing direct debugging or code alterations.

• Conduct pre-release QA checks to ensure you remain up-to-date.

• Manage and enhance the knowledge base, including developing help center articles that simplify intricate topics for our customers.

• Produce videos and oversee communication regarding new feature launches to engage our users with upcoming functionalities.

• Continuously improve support processes to enhance customer experiences and boost efficiency.

• Act as the technical product authority, training Customer Success Managers on product features and common troubleshooting techniques to effectively assist customer inquiries.

⛳️ Requirements

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

• Familiarity with cloud platforms (AWS, Google Cloud, Microsoft Azure), APIs, and a solid understanding of support tools like Zendesk/Intercom.

• Proficient in extracting information and analyzing data using SQL in your daily responsibilities.

• Capable of analyzing issues and collaborating with engineering teams to resolve complex technical challenges without direct coding.

• Outstanding written and verbal communication skills in both English and German, comfortable with customer chat interactions and crafting detailed knowledge base articles.

• Committed to taking full ownership of customer issues from identification to resolution, including thorough documentation.

• Eager to thrive in a fast-paced startup environment, quick to learn, and proactive in embracing new tools and technologies.

🏝️ Benefits

• Remote Work: Enjoy the flexibility of 100% remote work with a virtual office in Gather.

• Competitive Salary: Receive industry-competitive local salaries, with rates that are at or above market standards, in line with GitLab's philosophy.

• Equity: Benefit from a generous equity package – we all share ownership of Secfix and our collective success.

• Mentorship: Gain support from top VCs and accelerators, with direct access to world-class mentors.

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

• Home Office Budget: Receive a budget for home office setup and access to co-working spaces.

• Holidays: Enjoy 26 days of vacation plus local public holidays.

• Health Insurance: Comprehensive health coverage for you.

• Annual Retreat: Participate in our annual retreat to foster connections and inspire new ideas (this year we're headed to Milan!).

• Company Events: Join company-wide events designed to build relationships and have fun!

• Tech Equipment: Get the latest tech equipment (MacBook, monitors, headphones).