Sr Product Support Engineer - Remote

Sprinto

Bengaluru

On-site

INR 1,200,000 - 1,800,000

Full time

14 days+

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Benefits offered by this job

Remote First Policy

5 Days Working With FLEXI Hours

Group Medical Insurance (Parents, Spouse, Children)

Group Accident Cover

Company-Sponsored Device

New skill development reimbursement

Job summary

Sprinto, a pioneering platform in information security compliance, is seeking a Senior Product Support Engineer who is passionate about delivering exceptional customer experiences. The role involves troubleshooting and resolving customer queries related to their B2B SaaS product, requiring a strong understanding of cloud technologies and excellent communication skills. Join a dynamic team dedicated to ensuring customer success and engage with your technical expertise to improve customer interactions.

Qualifications

4-6 years of experience in a B2B SaaS/Software product company.
Proficiency in cloud infrastructure providers.
Strong English communication skills, both written and spoken.

Responsibilities

Provide swift resolutions to diverse customer inquiries across 24x5 shifts.
Utilize internal documentation for effective technical troubleshooting.
Proactively identify trends and communicate critical issues.

Skills

Customer Experience

Cloud Technology

Technical Troubleshooting

Communication

Prioritization

Tools

Freshdesk

JIRA

Job description

Sprinto is a leading platform that automates information security compliance. By raising the bar on information security, Sprinto ensures compliance, healthy operational practices, and the ability for businesses to grow and scale with unwavering confidence. We are a team of 200+ employees & helping 1000+ Customers across 75+ Countries. We are funded by top investment partners Accel, ELEVATION & Blume Ventures and have raised 32 Million USD in funding including our latest Series B round.

The Role

We are looking for a Senior Product Support Engineer to join our team and provide excellent customer support for our B2B SaaS product. The ideal candidate will have a strong understanding of cloud technology, excellent communication skills, and a passion for helping customers succeed.

Responsibilities

Provide swift resolutions to diverse customer inquiries across 24x5 shifts, ensuring consistent support coverage
Deliver prompt, high-quality & courteous, timely responses/support across all support channels (email, chat, slack, video) Provide outbound video call support to customers as requested
Utilize internal documentation and develop comprehensive product knowledge to effectively handle general inquiries, integrations, API issues, and other technical troubleshooting for Sprinto
Proactively identify trends and surface to relevant teams. Report missing knowledge articles, HelpCenter articles, or other required edits to Senior Specialists or Managers
Stay updated on product developments, policy changes, known issues, user feedback, and a comprehensive understanding of the compliance domain, Sprinto product, and supported integrations
Proactively identify and address outages or critical issues, ensuring timely communication with engineers and managers. Track and report customer feedback to relevant stakeholders for continuous improvement
Contribute to support-related documentation, processes, and workflows, leveraging expertise in Sprinto to translate complex technical concepts into clear and effective communication for customers
Train the new team members as we scale

Requirements

You enjoy setting a high bar on Customer Experience. Getting a "wow" response from a customer would make your day!
You have at least 4-6 years of experience in a B2B SaaS/Software product company
Proficiency in Cloud infrastructure providers & Change management solutions. Possessing any Cloud Certification will earn you brownie points
You understand cloud technology well - words like S3 bucket, DB encryption, and Virtual Private Cloud mean something to you
A knack for investigating unexpected technical issues adeptly supports a global customer base in a 24/5 environment and thrives in fast-paced, high-energy settings as a quick learner
Strong English communication skills, both written and spoken, coupled with a proactive approach to daily tasks
You possess strong prioritization skills and excel in supporting a diverse global customer base through various channels, including tickets, chats, and video calls
You are systematic and organized - you like to keep things clean, including the helpdesk inbox
Experience with Freshdesk, JIRA, or other ticketing systems is a plus

Benefits