Jobgether
Product Support Specialist (German-speaking)
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Product Support Specialist (German-speaking) – United Kingdom (Listed on Behalf of a Partner Company)
About the Role Our partner is seeking a Product Support Specialist (German-speaking) based in the United Kingdom to support their fast-growing, product-led SaaS business. This critical first-line support role ensures stellar customer experiences, streamlined issue resolution, and scalable support operations in a dynamic startup environment.
You’ll bridge the gap between customers, Product, and Engineering, balancing hands-on support with systemic process improvements. Key responsibilities include:
- Resolving technical queries with clarity, empathy, and speed
- Identifying and escalating product issues alongside engineering teams
- Driving QA checks and adapting support workflows for efficiency
- Building knowledge systems and enhancing customer success through training
- Creating engaging release communications and training materials
This is a high-impact opportunity for problem-solvers who thrive in autonomy and fast-paced environments.
Key Responsibilities
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First-line product support:
- Handle customer inquiries via chat with empathy and speed, ensuring a high-quality user experience
- Resolve complex technical queries efficiently while maintaining case closed rates
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Issue tracking and collaboration:
- Document and prioritise bug reports, reviewing logs to identify recurring issues
- Partner with Engineering to track escalations and resolutions
- Conduct pre-release QA checks to verify product updates align with customer expectations
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Knowledge and documentation:
- Own and continuously improve the knowledge base, creating or updating faqs, help articles, and internal support materials
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Release communication:
- Develop engaging support materials (e.g., feature explanations, splash videos) for new releases
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Process improvement:
- Optimise support tools, workflows, and documentation to enhance efficiency and customer satisfaction
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Product advisory:
- Train Customer Success teams with troubleshooting guidance and best practices
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Stakeholder coordination:
- Collaborate seamlessly between customers, Product, and Engineering for consistent issue resolution
Minimum Requirements
Experience & Expertise
- 1–4 years in technical support, SaaS product support, or customer-facing roles
- Strong grasp of modern SaaS architectures, cloud platforms (AWS, Google Cloud, Azure)
- Basic API knowledge and familiarity with interestotech trackers
- Hands-on experience with support tools such as Zendesk or Intercom
- Ability to write and execute SQL queries for data analysis and investigation
Technical & Analytical Skills
- Diagnose complex issues without coding and collaborate effectively with engineering teams
- Proactive troubleshooting mindset with an analytical approach
Language Proficiency
- C1/C2-level German (written and spoken) for direct customer interactions
- Fluent objective application of English (written and verbal) to facilitate cross-team communication
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Soft Skills & Ambition
- Ownership-driven mindset to take technical issues end-to-end
- Fast learner capable of grasping novel features and workflows
- Ability to excel in remote collaboration and asynchronous communication
Benefits & Perks
- Remote-first: Flexible working arrangements (±2 hours of Germany's timezone, GMT+1)
- Competitive salary, aligned with UK market benchmarks
- Equity package for long-term ownership and company growth
- €1,000 annual personal development budget for training and upskilling
- Home office allowance + access to co-working spaces
- 26 paid days of holiday plus local public holidays
- Comprehensive health insurance coverage
- Annual company retreat + frequent team events
- Latest tech provided (laptop, peripherals, ergonomic setup)
About Our Partner
(Tonnage, hiring page) To apply directly or learn more, visit Jobgether’s hiring platform.
⚠️ Note: Interviews and final selection are managed exclusively by [the hiring partner], while Jobgether handles initial matching and fairness review.
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