This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Product Support Specialist (German-speaking) based in Germany.
This role sits at the heart of a fast-growing, product-led SaaS environment focused on automating security and compliance for modern businesses across Europe. You will be the first dedicated layer of product support, shaping not only how customer issues are resolved but also how support processes are built from the ground up. Acting as a key bridge between customers, Product, and Engineering, you will handle complex technical queries while ensuring clarity, empathy, and speed in every interaction. The role combines hands-on customer support with ownership of knowledge systems, product feedback loops, and release communications. You will also contribute directly to improving product quality through structured issue tracking, QA checks, and collaboration with engineering teams. This is a high-impact opportunity for someone who enjoys ownership, problem-solving, and building scalable support operations in a dynamic startup environment.
Accountabilities
- Serve as the first line of product support, handling customer inquiries via chat and resolving issues with clarity, empathy, and efficiency while ensuring a high-quality user experience
- Document and track bug reports, review logs, and identify recurring product issues, collaborating closely with Engineering teams for escalation and resolution tracking
- Conduct pre-release QA checks to ensure product updates meet quality standards and are aligned with customer expectations
- Own and continuously improve the knowledge base by creating and maintaining help articles, FAQs, and internal support documentation
- Create engaging release communication materials, including product update explanations and short videos to help users understand new features
- Continuously refine and improve support workflows, tools, and processes to increase efficiency and customer satisfaction
- Act as a product expert, enabling Customer Success teams through training, troubleshooting guidance, and best-practice sharing
Requirements
- 1–4 years of experience in customer-facing technical support or SaaS product support roles
- Strong understanding of cloud platforms (AWS, Google Cloud, or Azure), APIs, and modern SaaS architectures
- Familiarity with support tools such as Zendesk or Intercom, with the ability to manage and prioritize tickets effectively
- Ability to use SQL for basic data extraction and analysis in day-to-day support and investigation work
- Strong analytical skills with the ability to diagnose issues and collaborate with engineering teams to resolve complex technical problems without direct coding
- Excellent written and verbal communication skills in both German (C1/C2 level required) and English
- Proactive, ownership-driven mindset with the ability to manage end-to-end customer issues in a fast-paced environment
Benefits
- Remote-first role with flexible working arrangements within +/- 2 hours of Germany (GMT+1)
- Competitive salary aligned with local market benchmarks
- Equity package, giving you ownership in the company’s long-term success
- €1,000 annual personal development budget for learning and growth
- Home office allowance and access to co-working spaces
- 26 days of holiday plus local public holidays
- Comprehensive health insurance coverage
- Annual company retreat and regular team events
- Latest tech equipment provided (e.g., laptop, peripherals, tools)
- Mentorship and exposure to experienced leaders and VC-backed operators
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