Product Support Specialist (SaaS)

TL;DR

Product Support Specialist (SaaS): Providing first-line technical support for a security compliance automation platform with an accent on bug documentation, knowledge base management, and client communication. Focus on optimizing support processes, collaborating with engineering teams, and training Customer Success Managers.

Location: Remote (Europe). Must be within +/- 2 hours from Germany (GMT+1) and based within EU time zones.

Company

hirify.global automates security compliance (ISO 27001, GDPR, TISAX, and SOC 2) to reduce manual work for modern companies.

What you will do

• Act as the first line of support via chat, resolving product inquiries with empathy and efficiency.
• Document bug reports and collaborate with Product Engineering to track resolutions.
• Perform pre-release QA checks to stay updated on new features.
• Own and update the knowledge base and create help center articles.
• Create videos and communication for new feature releases to engage users.
• Train Customer Success Managers on product features and troubleshooting methods.

Requirements

• 1-4 years of technical support experience in a B2B SaaS environment.
• German language proficiency (C1 or C2) is essential.
• Exceptional written and verbal English communication skills.
• Ability to analyze data using SQL in daily workflows.
• Familiarity with cloud platforms (AWS, Google Cloud, Azure) and APIs.
• Experience with support tools such as Zendesk or Intercom.

Culture & Benefits

• 100% remote work with a virtual office in Gather.
• Competitive local salaries and a generous equity package.
• €1,000 annual personal development budget.
• Home office budget and access to co-working spaces.
• 26 days of holiday plus local public holidays.
• Comprehensive health insurance and annual team retreats.

Hiring process

• Intro call with the Talent team (20-30 min).
• Take-home Assessment.
• Interview with the CS Lead and Founding Product Support Specialist (45 min).
• Final interview with Co-Founders (60 min).