Secfix is looking for its first Product Support Engineer to be a founding member of the support function. This is a foundational role where you will build customer support from the ground up, working directly with engineering and customer success teams. You'll join a mission-driven team of 24 automating security and compliance.
What You'll Do
- Own real-time customer interactions via Intercom chat, responding with empathy and speed.
- Analyze issues, review logs, query databases using SQL, and escalate when needed.
- Run pre-release checks to stay current on new features and ensure product stability.
- Create and maintain knowledge base articles, videos, and internal documentation.
- Shape how Secfix does support by building workflows, tools, and best practices.
- Train Customer Success Managers on product features and common issues.
- Set the standard for future support hires and help scale the function.
What We're Looking For
- 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 thrive in chat-based support.
- Experience working closely with engineering teams to escalate and resolve complex issues.
- Excellent communication skills in English; can explain technical details clearly.
- Love taking ownership of customer problems from start to finish and documenting what you learn.
- Proactive, organized, and thrive in fast-paced startup environments.
Nice to Have
- Experience troubleshooting API and integration issues (AWS, Azure, Google Cloud, etc.).
Technical Stack
- SQL
- Intercom
- Zendesk
- AWS
- Azure
- Google Cloud
Team & Environment
You will be the first Product Support Engineer on a team of 24, working closely with engineering and customer success.
Benefits & Compensation
- Industry-competitive local salaries, at or above the market.
- Generous equity package.
- 100% remote work with a virtual office in Gather.
- 26 days holiday + local public holidays.
- Comprehensive health coverage.
- €1,000 annual personal development budget.
- Remote workspace budget and access to co-working spaces.
- Annual retreat.
- Latest tech equipment (MacBook, monitors, headphones).
- Company-wide events.
- Direct access to world-class mentors from top VCs and accelerators.
Work Mode
This is a 100% remote position based in India or Pakistan.
Secfix is an equal opportunity employer.
