The Senior Product Support Engineer will provide customer support for a B2B SaaS product, addressing inquiries and technical issues, particularly related to cloud technology and API integrations. The role involves proactive problem solving, product knowledge development, and supporting customers through various communication channels.
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 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.
Requirements
- 1-3 years of relevant work experience in Customer or Technical Support in SaaS.
- Excellent written and verbal communication in English
- Proficient in technical troubleshooting, especially with cloud, integrations & API
- Familiarity with the basics of Cloud infrastructure providers & Change management solutions
- A calm and patient demeanor, especially when faced with challenging customer interactions.
- Bachelors/Engineering Degree preferred
- Experience working with Freshdesk is a bonus.
Benefits
- Remote First Policy
- 5 Days Working With FLEXI Hours
- Group Medical Insurance (Parents, Spouse, Children)
- Group Accident Cover
- Company-Sponsored Device
- Education Reimbursement Policy
Top Skills
Cloud
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