Technical Support Professional

2 days ago

Karachi, Sindh, Pakistan beBeeProductivity Full time €38,431 - €54,141
About Our Team

At Secfix, we're on a mission to revolutionize security and compliance for modern companies. Our close-knit team is passionate about solving real-world problems with innovative solutions.

Role Responsibilities
  • First-line support: Provide timely and empathetic responses to customer inquiries via Intercom chat.
  • Troubleshooting: Analyze issues, review logs, query databases, and escalate when necessary without requiring coding skills but with solid SQL foundations.
  • QA and testing: Conduct thorough pre-release checks to ensure product stability and stay up-to-date on new features.
  • Knowledge building: Develop and maintain comprehensive knowledge base articles, videos, and internal documentation.
  • Process design: Establish efficient workflows, tools, and best practices to shape our support function.
  • Team enablement: Train Customer Success Managers on product features and common issues to enhance their capabilities.
  • Founding ownership: Set the standard for future support hires and contribute to the growth of our support function.

This role offers an exceptional opportunity to build the foundation of our product support function, working closely with engineering and customer success teams. As a Product Support Engineer, you'll own real-time customer interactions, analyze issues, conduct QA, build knowledge bases, design processes, enable teams, and establish a high standard for future support hires.

Our ideal candidate has excellent problem-solving skills, strong communication abilities, and a passion for delivering exceptional customer experiences. If you're a technical support professional eager to own and shape our product support function, we encourage you to apply.

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