{"id":46633,"url":"https://alion.io/job/secfix-product-support-specialist","title":"Product Support Specialist","company":{"id":4247,"name":"Secfix","domain":"secfix.com","url":"https://alion.io/company/secfix","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":null},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":{"label":"European time zones","utc_offset_min":0,"utc_offset_max":2},"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["DE","GB","AT","PL","TR"],"hiring_countries_total":5,"salary":null,"salary_estimate":{"min_usd":44000,"max_usd":98000,"period":"year","method":"role_seniority_country_cell","sample_n":12},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"AWS","optional":false},{"name":"Azure","optional":false},{"name":"GCP","optional":false},{"name":"GDPR","optional":false},{"name":"GitLab","optional":false},{"name":"Intercom","optional":false},{"name":"ISO 27001","optional":false},{"name":"Octopus Deploy","optional":false},{"name":"SOC 2","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-08-06T07:37:52Z","employer_posted_date":"2026-08-06","last_verified_at":"2026-10-17T09:37:54Z","board_verified":true,"closed_at":null,"days_open":72,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":72},"description":"Remote - Germany, Austria, Poland, the UK or Turkey. C1 or C2 English is essential\nAt Secfix, we’re at the forefront of automating security compliance in Europe. We help companies get and stay ISO 27001, GDPR, TISAX, and SOC 2 fast and easy and reduce hundreds of hours of manual work.\nSecfix is run by a 100% remote team with hubs in Munich, Berlin and London. We’re a high-performing team looking for passionate, execution-focused owners to help us automate security and compliance for modern companies and become the European compliance automation leader. We’re backed by top VCs, including Octopus Ventures, Neosfer (Commerzbank), founders of Signavio and many more business angels.\nAbout the Role\nYou'll be the third 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 :)\nWhat You'll Do:\nAs a 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:\nAct as the first line of support on product-related queries via chat, responding with empathy, clarity, and efficiency to resolve issues quickly.\n\nDocument 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.\n\nPerform pre-release QA checks to ensure you are up to date.\n\nOwn and update the knowledge base, including creating help centre articles that simplify complex topics for our customers.\n\nCreate videos and own communication on new feature releases and get our users excited about new functionalities\n\nContinuously refine support processes to optimise customer experiences and improve efficiency.\n\nServe as the technical product expert, training Customer Success Managers on product features and common troubleshooting methods to help them handle customer inquiries effectively.\n\nAbout You:\nThe ideal candidate has a background in technical product support within a B2B SaaS environment, with a strong understanding of software products. Here’s what we’re looking for:\n1-4 years of customer-facing experience in technical support or similar roles in a SaaS company\n\nFamiliarity with cloud platforms (AWS, Google Cloud, Microsoft Azure), APIs and a good understanding of support tools like Zendesk/Intercom.\n\nYou should be capable of extracting information and analysing data using SQL in your day-to-day work.\n\nSkilled at analysing issues and collaborating with engineering teams to solve complex technical problems without hands-on coding.\n\nExceptional written and verbal communication in English, comfortable in customer chat interactions and in crafting detailed knowledge base articles.\n\nDriven to take full ownership of customer issues from identification to resolution, including documentation.\n\nEnthusiastic about working in a fast-paced startup environment, quick to learn, and proactive in adopting new tools and technologies.\n\nWhat we offer\nRemote Work: 100% remote work with a virtual office in Gather.\n\nCompetitive Salary: Industry-competitive local salaries. We pay local rates that are at or above the market. We share this philosophy with GitLab.\n\nEquity: Generous equity package - we’re all owners of Secfix and beneficiaries of our collective success.\n\nMentorship: We are backed by top VCs and accelerators and have direct access to world-class mentors.\n\nDevelopment Budget: €1,000 annual personal development budget.\n\nHome office Budget: Home office budget and access to co-working spaces.\n\nHolidays: 26 days holiday + local public holidays.\n\nHealth Insurance: Comprehensive health coverage.\n\nAnnual Retreat: Annual retreat to build connections and inspire ideas (this year we've met in Alicante, Spain!).\n\nCompany Events: Company-wide events to build relationships and have some fun!\n\nTech Equipment: Latest tech equipment (MacBook, monitors, headphones).\n\nInterview Process:\n20-30 min - Intro call with Talent team\n\nTake-home Assessment\n\n60 min interview with our CS Lead and Founding Product Support Specialist\n\n45 min - Final Founder Interview with Co-Founders\n\nPlease 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.","description_format":"text","description_chars":4644,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Proficiency (C2)","optional":false}]},"benefits":["Apple Macbook","Company events","Equity","Health insurance","Home office"],"hiring_locations":[{"name":"Germany","iso":"DE","kind":"country"},{"name":"United Kingdom","iso":"GB","kind":"country"},{"name":"Austria","iso":"AT","kind":"country"},{"name":"Poland","iso":"PL","kind":"country"},{"name":"Turkey","iso":"TR","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Information Security","Security Compliance"],"lifecycle":[{"event":"open","at":"2026-08-29T22:38:05Z"}],"visa":[],"liveness":{"score":24,"band":"cold","label":"Long shot","p_open":1,"p_active":0.551,"p_room":0.44,"age_days":71,"expected_fill_days":60,"reasons":["conf:3","velocity","win:tail","crowd:junior"],"computed_at":"2026-10-17T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/secfix-product-support-specialist","json_url":"https://alion.io/job/secfix-product-support-specialist.json","meta":{"generated_at":"2026-10-17T12:19:59Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":16359,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-18T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4247},"rest":"https://alion.io/mcp/rest/get_company?id=4247"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsecfix-product-support-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fsecfix-product-support-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fsecfix-product-support-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/secfix-product-support-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsecfix-product-support-specialist"}]}