Technical Support Specialist

6 days ago

Sargodha, Punjab, Pakistan beBeeSupport Full time €48,000 - €66,000
About Secfix

Secfix automates security compliance for SMBs in Europe, helping them become and remain compliant with ISO 27001, GDPR, TISAX, and SOC 2. Our platform integrates with companies' tech stacks and extracts necessary data to create a compliance checklist.

We are a fun, close-knit team on a mission to automate security and compliance for modern companies. Our trajectory is fueled by top investors and founders passionate about product principles and building a great remote culture.

As a founding member of our team, you'll help shape the support function and build the foundation for how we support customers.

Role Responsibilities

The scope of this role includes:

  • 40% - Intercom chat support for customers
  • 40% - troubleshooting and quality assurance (QA)
  • 20% - documentation, process building, and automation

Key responsibilities include:

  • First-line support: own real-time customer interactions via Intercom chat and respond with empathy and speed
  • Troubleshooting: analyze issues, review logs, query databases, and escalate when needed
  • QA and testing: run pre-release checks to ensure product stability and stay current on new features
  • Knowledge building: create and maintain knowledge base articles, videos, and internal documentation
  • Process design: shape how we do 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
About You

We're looking for someone with:

  • 2-5 years of experience in technical product support in a B2B SaaS environment
  • Comfortable analyzing logs and databases using SQL to get to the root of issues
  • Experience with support tools like Intercom or Zendesk and thriving in chat-based support
  • Excellent communication skills in English to explain technical details clearly
  • Proactivity, organization, and a passion for working in fast-paced startup environments
What We Offer

We offer:

  • 100% remote work with a virtual office in Gather
  • Competitive local salaries above market rates
  • Generous equity package and comprehensive health coverage
  • 26 days holiday + local public holidays, an annual personal development budget, and access to co-working spaces
  • A company-wide annual retreat, latest tech equipment, and direct access to world-class mentors

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