Support Engineer

Summary

Join Sprinto, a leading platform automating information security compliance, as a Product Support Engineer. Provide excellent customer support for our B2B SaaS product, resolving diverse customer inquiries across 24x5 shifts. Deliver prompt, high-quality support across various channels, including video calls. Utilize internal documentation and build comprehensive product knowledge to handle technical troubleshooting. Proactively identify trends, report issues, and track customer feedback. Stay updated on product developments and compliance domain knowledge. The ideal candidate will have 1-3 years of relevant experience, excellent communication skills, and proficiency in technical troubleshooting, particularly with cloud, integrations, and APIs. We offer a remote-first policy, flexible hours, comprehensive medical insurance, accident cover, a company-sponsored device, and education reimbursement.

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

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

Preferred Qualifications

• 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