Sprinto is hiring a
Sr Product Support Engineer

Summary

The job is for a Senior Product Support Engineer at Sprinto, a leading information security compliance automation platform. The role involves providing customer support for their B2B SaaS product and requires 4-6 years of experience in a B2B SaaS/Software product company, proficiency in cloud infrastructure providers & change management solutions, strong English communication skills, and the ability to work in a fast-paced environment.

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

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

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