Own end-to-end resolution of complex SaaS product issues by investigating tickets, analyzing logs and API traces, reproducing bugs, and collaborating with Engineering and Product. Support customers through ticketing tools, Slack, and email while meeting SLAs. Troubleshoot cloud, HRIS, ITSM, and identity integrations, assist with onboarding, monitor trends, support incident response, and maintain runbooks and documentation.
Title: Product Support Engineer
Location: India (Remote)
Shift: Business Hours (24×5 coverage, Rotational)
ROLE OVERVIEW
As a Product Support Engineer at Scrut, you will own end-to-end resolution of complex product issues — from triaging tickets to analysing platform behaviour and collaborating with Engineering and Product teams. This role combines deep technical problem-solving with strong customer communication. You should be comfortable understanding system internals while clearly guiding customers through mission-critical workflows.
KEY RESPONSIBILITIES
Technical Troubleshooting & Resolution
- Own investigation and resolution of P0–P4 tickets across product modules
- Analyse logs, API traces, and errors to identify root causes
- Reproduce issues and create structured bug reports
- Maintain runbooks and internal documentation
Customer Communication & Experience
- Handle support via ticketing tools, Slack, and email while meeting SLAs
- Provide clear, empathetic, and accurate responses
- Proactively share updates, timelines, and workarounds
- Surface recurring issues to Product for improvements
Integration & SaaS Tool Support
- Troubleshoot integrations across cloud (AWS, GCP, Azure), HRIS, ITSM, and identity systems
- Understand OAuth, APIs, webhooks, and authentication flows
- Assist with onboarding and configuration of integrations
Tooling & Operational Excellence
- Use tools like Plain, Slack, Jira, and internal systems to manage workflows
- Monitor trends, flag anomalies, and support incident response
- Contribute to the knowledge base and documentation
WHAT WE'RE LOOKING FOR
Technical Foundation (Required)
- Working knowledge of React and Node.js
- Comfortable with REST APIs, Postman/curl, and HTTP responses
- Experience debugging via browser dev tools
- Basic understanding of databases and data flow
SaaS & Tooling Fluency (Required)
- Understanding of SaaS models, integrations, and authentication
- Experience with ticketing tools, Slack, Jira, and similar platforms
- Ability to quickly learn new systems
Customer Orientation & Communication (Required)
- Strong customer-first mindset
- Clear written communication
- High ownership of issues from start to resolution
- Ability to prioritize and manage multiple tickets
Good to Have
- Exposure to AWS/GCP/Azure
- Experience with documentation or runbooks
- Background in a B2B SaaS startup
About Us
Scrut Automation is an information security and compliance monitoring platform aimed at helping small and medium cloud-native enterprises develop and maintain a robust security posture and comply with various infosec standards such as SOC 2, ISO 27001, GDPR, and the like, with ease. With the help of the Scrut platform, customers reduce their manual effort for security and compliance tasks by 70% and build real-time visibility of their security posture.
Founded by IIT/ISB/McKinsey alumni, the founding team has over 15 years of combined Infosec experience. Scrut is built out of India for the world, with customers across India, APAC, North America, Europe and the Middle East. Scrut is backed by Lightspeed Ventures, MassMutual Ventures and Endiya Partners, along with prominent angels from the global SaaS community.
Why should this job excite you?
- Opportunity to make an early impact on one of the most promising, high-growth SaaS startups in India
- A flat-hierarchical, performance-driven culture
- Rapid growth and learning opportunity
- Comprehensive medical insurance coverage
- Competitive compensation package, benefits, and employee-friendly work culture
Note: Due to a high volume of applications, only the shortlisted candidates will be contacted by the HR team. We appreciate your interest and effort.
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