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 customer communication, issue analysis, knowledge management, and pre-release QA. Focus on designing scalable support processes, analyzing logs and SQL data, collaborating with engineering on complex product issues, and enabling Customer Success Managers to resolve customer inquiries effectively.

Location: Remote within EU time zones, working within approximately +/- 2 hours of Germany (GMT+1); fully asynchronous work is not supported.

Company

hirify.global is a remote European startup that automates ISO 27001, GDPR, TISAX, and SOC 2 compliance for modern companies.

What you will do

• Provide first-line product support through chat with clear, empathetic, and efficient responses.
• Document bug reports, review logs, identify recurring issues, and coordinate escalations with Product Engineering.
• Perform pre-release QA checks and help ensure product readiness.
• Create and maintain knowledge base content, including help center articles and feature release videos.
• Improve support processes and serve as the technical product expert for Customer Success Managers.

Requirements

• 1–4 years of customer-facing experience in technical support or a similar role within a SaaS company.
• Understanding of software products, cloud platforms such as AWS, Google Cloud, or Microsoft Azure, and APIs.
• Experience with support tools such as Zendesk or Intercom and the ability to extract and analyze information using SQL.
• Strong issue-analysis and cross-functional collaboration skills without requiring hands-on coding.
• C1 or C2 English is essential, with excellent written and verbal communication.
• Ownership, proactivity, fast learning, and comfort working in a fast-paced startup environment.

Culture & Benefits

• 100% remote work with a virtual office in Gather and an in-sync collaboration model.
• Competitive local salary, equity package, and access to experienced mentors.
• €1,000 annual personal development budget and home office budget.
• 26 days of holiday plus local public holidays and comprehensive health coverage.
• Annual retreat, company events, coworking access, and latest technical equipment.

Hiring process

• 20–30-minute introductory call with the Talent team.
• Take-home assessment followed by a 45-minute interview with the CS Lead and Founding Product Support Specialist.
• 60-minute final interview with the co-founders.