Product Support Engineer

Sprinto; United States; Remote; USD 52.000 - 78.000; Vollzeit

Benefits dieser Stelle

Remote work

Learning budget

Unlimited leave

Health insurance

Home office stipend

Zusammenfassung

Sprinto is a remote-first SaaS company that helps customers maintain trust and compliance through API-driven automation and security frameworks. The Product Support role is an early-career position that offers hands-on learning with real customer environments, including browser tools, logs, and cloud integrations.

You will investigate integration failures, API issues, and configuration problems, collaborating with Product, Engineering, and Compliance teams to drive customer success and learn how

Qualifikationen

• Recent engineering graduate or up to 1 year of relevant experience.
• Understand how products and systems work beyond step-by-step instructions.
• Comfort breaking down unfamiliar problems and testing possibilities.
• Working knowledge of APIs, HTTP, client-server architecture, and databases.
• Ability to explain technical problems clearly to technical and non-technical audiences.
• Proactive, curious, and able to learn from incomplete information.
• Ownership mindset and willingness to follow through on issues.

Aufgaben

• Investigate product, integration and configuration issues and reproduce problems.
• Test hypotheses and identify most likely causes with clear evidence.
• Collaborate with Product, Engineering, and Customer Success teams to resolve issues.
• Explain progress to customers without overwhelming them with tech details.
• Capture learnings to improve docs, playbooks and processes.

Kenntnisse

APIs & HTTP

Client-server architecture

Databases

Technical communication

Problem solving

Ausbildung

Bachelor's in Engineering

Tools

Browser DevTools

Jobbeschreibung

Sprinto is an Autonomous Trust Platform that centralizes trust requirements across security frameworks, vendors, and customers.

Sprinto autonomously executes tasks needed to maintain trust across compliance, audits, risk management, vendor risk, privacy, and AI governance, enabling organizations to maintain a strong, reliable trust posture without draining operational bandwidth and resources on repetitive tasks.

Backed by top-tier investors such as Accel, Elevation, and Blume Ventures, we’ve raised $31.8M in funding to fuel our mission. Trusted by over 4,000 organizations across 75 countries, Sprinto helps organizations stay audit-ready, manage real-time risks, and scale fearlessly. With 300+ native integrations and AI-driven automation, Sprinto supports 200+ global security standards natively, including SOC 2, ISO 27001, GDPR, HIPAA, PCI-DSS, and more. Sprinto's extensible architecture enables organizations to build and support an infinite number of custom integrations and frameworks.

Founded in 2020 by second-time founders Girish Redekar and Raghuveer Kancherla, Sprinto powers compliance for organizations like Whatfix, Encora, Anaconda, Whatnot, Ultrahuman, WeWork, Everstage, AI Foundation, HackerRank, and many more.

Life as a Sprinter -

Nobody succeeds at Sprinto by staying in their lane.

We are organized around problems, not job titles. Sprinters take ownership beyond their role, solve hard problems, and care deeply about the impact they create. If something can be improved, fixed, or built, we don't wait for permission; we step in.

Being remote means we rely less on proximity and more on trust. We write things down, communicate openly, and move quickly because great teams aren't built by sitting together, they're built by pulling in the same direction.

We believe progress beats perfection, feedback is a gift, and doing the right thing matters, even when nobody is watching.

And while we move with urgency, we never move alone.

The mission -

Product Support at Sprinto is not about forwarding queries or closing as many tickets as possible. It is about understanding why something is not working and helping the customer move forward with confidence.

When a customer encounters an integration failure, unexpected API behaviour, configuration issue or confusing product workflow, you will investigate the problem, identify what is happening and own the issue through resolution.

You will work with browser developer tools, APIs, integrations, logs and cloud environments. You will also collaborate closely with Product, Engineering, Customer Success and Compliance teams.

This is an early-career role with a steep learning curve. You will develop technical depth while learning how a global SaaS product operates in real customer environments.

Where you'll leave your mark?

Solve real technical problems :

Investigate product, integration and configuration issues rather than relying only on predefined responses. Reproduce problems, test hypotheses and identify the most likely cause.

Become fluent in modern SaaS systems :

Develop practical knowledge of APIs, HTTP requests, browser behaviour, authentication, cloud integrations and the systems that connect Sprinto with a customer's technology environment.

Own the customer's experience:

Communicate clearly throughout the investigation. Help customers understand what happened, what is being done and what they should do next - without overwhelming them with unnecessary technical detail.

Work closely with Product and Engineering:

Collect the right evidence, isolate issues and create precise escalations that help engineering teams act quickly. Over time, you will learn to distinguish between product defects, configuration problems, integration failures and expected behaviour.

Improve more than one interaction:

Identify recurring patterns and turn them into better documentation, troubleshooting playbooks, product feedback or process improvements. A strong solution should help the next customer before they encounter the same problem.

Build expertise in trust and security:

Learn how businesses implement frameworks such as SOC 2, ISO 27001, GDPR and HIPAA, and how Sprinto connects with their cloud infrastructure, identity systems and business applications.

The kind of builder we're looking for -

You'll likely thrive in this position if:

• You are a recent engineering graduate or have up to one year of relevant experience.

• Loves enjoy understanding how products and systems work - not merely following instructions.

• Comfortable about unfamiliar problems by breaking them down and testing possibilities.

• You have a working understanding of APIs, HTTP, client-server architecture and databases.

• Can explain a technical problem clearly to both technical and non-technical audiences.

• Very comfortable asking questions, researching independently and learning from incomplete information.

• Excited about taking ownership of an issue and follow it through instead of treating escalation as the end of your responsibility.

• You care about the customer's experience as much as the technical correctness of the answer.

• You communicate clearly in writing and work effectively in a remote environment.

• You respond well to feedback and demonstrate visible learning from one problem to the next.

Prior experience in Product Support is not required. We care more about your learning agility, problem-solving ability, communication and technical curiosity.

How we care for our Sprinters?

• Work wherever you are: We are 100% remote, so you get to choose if you want to work from home, a cafe, the hills, or the beach.
• Co-working, on the house: If co-working is your jam, we offer a generous annual allowance.
• We care about your learning: We are invested in seeing you grow and commit USD 1,000 annually to help you level up your skills.
• We count your spark, not your leaves: Unlimited leave so you can reset when you need to.
• Your Safety Net, Woven In: Health insurance with coverage up to INR 10 lakh for you and your family, accident protection of an additional INR 10 lakh, and life insurance worth 3x your annual salary.
• Workspace setup of your dreams: We chip in INR 35,000 to help you build a setup that works for you.

Inclusion & Diversity -

At Sprinto, talent, curiosity, and ownership matter more than where you come from. We hire people for the problems they can solve, the impact they create, and the way they help others succeed—not their background, identity, or personal circumstances. We believe the best teams are built when people with different perspectives come together around a shared ambition to build something meaningful.

We're proud to be an equal opportunity employer and are committed to creating a fair, inclusive, and accessible hiring process for everyone.