Sprinto is hiring a
Product Support Engineer

Summary

Sprinto is seeking a Senior Product Support Engineer to provide customer support for their B2B SaaS product. The ideal candidate should have experience in Customer or Technical Support in SaaS, excellent communication skills, and proficiency in technical troubleshooting, especially with cloud, integrations & API. Benefits include remote work, flexible hours, group medical insurance, accident cover, company-sponsored device, education reimbursement policy.

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

Responsibilities

• Provide swift resolutions to diverse customer inquiries across 24x5 shifts
• 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

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