Provide customer support for a B2B SaaS product, resolving inquiries, technical issues, and maintaining product knowledge and documentation.
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 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
ATS_SPRINTO
Top Skills
APIs
Cloud Technology
Freshdesk
Similar Jobs
Information Technology • Software • Database
As a Developer Support Engineer, you will help customers integrate with our Web Scraping API, troubleshoot issues, assist with deployments, and improve customer service processes.
Top Skills:
.Net/C#BeautifulsoupBurp SuiteGoJavaJavaScriptLinuxNode.jsPlaywrightPuppeteerPythonRest ApisScrapySeleniumTcpdumpTypescriptUnixWireshark
Energy
As a Project Engineer, you will design custom solutions, process sales orders, create documentation, manage BOMs, and collaborate with global teams to ensure technical accuracy and meet customer needs.
Top Skills:
Cad SoftwareOnshapePdmPlmSolidworks
Software • Analytics
The Senior Technical Support Engineer will troubleshoot customer issues on Imply's Druid platform, collaborate with engineering and success teams, and document issues.
Top Skills:
Apache DruidAWSAzureAzure BlobGCPHdfsKafkaKinesisKubernetesMySQLPostgresS3SQL
What you need to know about the Pune Tech Scene
Once a far-out concept, AI is now a tangible force reshaping industries and economies worldwide. While its adoption will automate some roles, AI has created more jobs than it has displaced, with an expected 97 million new roles to be created in the coming years. This is especially true in cities like Pune, which is emerging as a hub for companies eager to leverage this technology to develop solutions that simplify and improve lives in sectors such as education, healthcare, finance, e-commerce and more.
