Technical Support Engineer

Job Title: Technical Support Engineer
Location: 100% Remote (within +/- 2hrs of Berlin CET)
Compensation: €2.5k - €3.5k per month (depending on location) + Shares 0.001% - 0.05% + Generous Benefits. We pay local rates that are at or above the market. We share this philosophy with GitLab.

About Secfix

Secfix automates security compliance for SMBs in Europe. We help SMBs automate ISO 27001, GDPR, TISAX, and SOC 2 fast and easy. Our platform integrates with a company’s tech stack (like AWS, Azure AD, Jira, etc.), automatically extracts the data needed for compliance, and creates a checklist to become and remain compliant. 

About Our Team

We’re a fun, close-knit team on a mission to automate security and compliance for modern companies and become the European compliance automation leader. Our trajectory is fueled by top investors, including Octopus Ventures, Neosfer (Commerzbank), founders of Signavio and many more angels.

We are a team of 16 (and growing!) with founders passionate about Y Combinator product principles and building a great remote culture. We are solving a real need with a huge $97bn market and the future is very bright.

Role responsibilities

• Trouble-shoot and resolve the most complex technical issues as the final escalation point in our Support Team

• Develop a deep understanding of our product capabilities, integrations, configurations messaging, partner ecosystem, and competitive landscape.

• Communicate directly with users and listen carefully to prospects and customers to provide market feedback to the product team and help prioritize functionality needed to drive sales opportunities

• Build product examples, documentation, and other critical resources for our customers

• Lead initiatives to establish Support Engineering best practices and implement new tools

• Cultivate an environment of teamwork, openness, creativity, and continuous improvement

About you

• You have 2-5 years of customer-facing, technical experience as a support engineer, product engineer, solutions engineer, or similar - ideally within a B2B SaaS environment.

• 1-3 years of backend experience. Professional experience with Java Spring Boot, Typescript and PostgreSQL and a desire to expand those skills. Be familiar with REST API development and service integrations.

• You have hands-on experience with cloud platforms: AWS, Google Cloud, Microsoft Azure, Operating Systems (Windows, MacOS, Linux) and cloud application architecture.

• You’re familiar with Zendesk or other ticketing software.

• You’re an expert problem solver - you can solve complex problems within a fast-paced startup environment. 

• You have a calm and patient demeanor, especially when faced with challenging customer interactions.

• You’re hands-on with an ownership mindset. You’ve owned end-to-end processes, from research right through to updating knowledge base documentation.

• Excellent written and verbal communication in English. Both - with customers in a chat and when creating and maintaining beautiful and clear knowledge base articles.

• You’re hard working, and excited about getting your hands dirty in a startup environment.

• You learn fast - you’re not afraid to learn and fully implement a new technology
  

What We Offer

• Remote Work: 100% remote work with a virtual office in Gather.

• Competitive Salary: Industry-competitive local salaries.We pay local rates that are at or above the market. We share this philosophy with GitLab.

• Equity: Generous equity package – we’re all owners of Secfix and beneficiaries of our collective success.

• Holidays: 26 days holiday + local public holidays.

• Health Insurance: Comprehensive health coverage.

• Development Budget: €1,000 annual personal development budget.

• Workspace Budget: Remote workspace budget and access to co-working spaces.

• Annual Retreat: Annual retreat to build connections and inspire ideas (this year we’re headed to Milan!).

• Tech Equipment: Latest tech equipment (MacBook, monitors, headphones).

• Company Events: Company-wide events to build relationships and have some fun!

• Mentorship: We are backed by top VCs and accelerators and have direct access to world-class mentors.

Interview Process

1. 20 min intro call 

2. 30 min interview with Head of People

3. Take-home Task and technical presentation

4. 30 min interview with co-founder & CTO

5. 2h final "Virtual on-site" where you'll meet the team and co-founders on Gather