Product Support Engineer

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.

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:

• 40% - Intercom chat support
• 40% - troubleshooting & QA
• 20% - documentation, process building & automation

We're looking for a technical support pro who's eager to own and shape Secfix's product support function. As our first Product Support Engineer, you'll build the foundation for how we support customers, working closely with engineering and customer success.

Key responsibilities include:

• First-line support: Own real-time customer interactions via Intercom chat; respond with empathy and speed.
• Troubleshooting: Analyze issues, review logs, query databases, and escalate when needed. No coding required, but solid SQL foundations are key.
• QA and testing: Run pre-release checks to stay current on new features and ensure product stability.
• Knowledge building: Create and maintain knowledge base articles, videos, and internal documentation.
• Process design: Shape how Secfix does support by building workflows, tools, and best practices.
• Team enablement: Train Customer Success Managers on product features and common issues.
• Founding ownership: Set the standard for future support hires and help scale the function.

You should apply if:

• You have 2–5 years of experience in technical product support in a B2B SaaS environment.
• You're comfortable analyzing logs and databases using SQL to get to the root of issues.
• You have experience with support tools like Intercom or Zendesk and thrive in chat-based support.
• You enjoy working closely with engineering teams to escalate and resolve complex issues.
• Your communication skills in English are excellent; you can explain technical details clearly.
• You love taking ownership of customer problems from start to finish and documenting what you learn.
• You're proactive, organized, and thrive in fast-paced startup environments.
• Bonus: Experience troubleshooting API and integration issues (AWS, Azure, Google Cloud, etc.).

• 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.

1. 20 min intro call with talent team
2. Take home challenge
3. 45 min interview with CS Lead
4. 1h final "Virtual on-site" where you\'ll meet the team and co-founders on Gather