Product Support Engineer

We’re looking for a technical support pro who’s eager to own and shape Secfix’s product support function. As our first Product Support Engineer, you’ll build the foundation for how we support customers, working closely with engineering and customer success. Key responsibilities include: - First-line support: Own real-time customer interactions via Intercom chat; respond with empathy and speed. - Troubleshooting: Analyze issues, review logs, query databases, and escalate when needed. No coding required, but solid SQL foundations are key. - QA and testing: Run pre-release checks to stay current on new features and ensure product stability. - Knowledge building: Create and maintain knowledge base articles, videos, and internal documentation. - Process design: Shape how Secfix does support by buildiling workflows, tools, and best practices. - Team enablement: Train Customer Success Managers on product features and common issues. - Founding ownership: Set the standard for future support hires and help scale the function.